Remote 1st Line IT Support Engineer

Remote 1st Line IT Support Engineer (Philippines)
Location: Remote (Philippines-based)
Working Hours: UK business hours (to be confirmed)
Experience Required: Minimum 2 years Helpdesk / 1st Line Support
Company: Fresh Tech, UK-based Managed Service Provider
About Fresh Tech
Fresh Tech is a UK-based Managed Service Provider delivering high-quality, security-focused IT support to UK businesses.
We focus on doing things properly. That means clear communication, well-documented solutions, and building long-term client relationships rather than quick fixes.
As we continue to grow, we are looking for a reliable, customer-focused 1st Line IT Support Engineer based in the Philippines to join our fully remote team.
The Role
You will be the first point of contact for our UK clients, providing day-to-day IT support and ensuring users feel supported, informed, and confident throughout the resolution process.
This role is ideal for someone who enjoys helping people, communicates clearly, and takes pride in delivering a professional support experience.
Key responsibilities include:
Handling 1st line support tickets via our PSA and ticketing system
Supporting users with Microsoft 365, including Outlook, Exchange, Teams, SharePoint, and OneDrive
Basic Windows troubleshooting for desktops, laptops, and printers
Password resets, user setup, and MFA support
Escalating issues clearly and accurately to 2nd and 3rd line engineers
Communicating with clients in a clear, professional, and polite manner at all times
Writing clear and detailed ticket notes and documentation in English
Essential Requirements
You must have:
At least 2 years of experience in a Helpdesk or 1st Line IT Support role
Strong experience supporting Microsoft 365 environments
Excellent spoken and written English (this is essential)
Experience working with ticketing systems
A reliable internet connection and a quiet remote working environment
A calm, professional approach when dealing with stressed or frustrated users
Desirable (Not Essential)
Microsoft certifications such as MS-900, MD-100/101, MS-102
Previous experience working for a Managed Service Provider
Basic understanding of:
Azure / Entra ID
Security best practices
Endpoint management
Salary
₱39,000 to ₱59,000 PHP per month, based on current exchange rates
Salary is paid monthly and reviewed periodically based on performance and progression.
Application Process (Important)
To apply, you must submit a short video lasting 2 to 5 minutes covering the following:
A brief introduction and overview of your IT background
An example of a difficult or challenging support issue you have handled, including:
What the problem was
How you communicated with the user
The steps you took to resolve it
The final outcome
This video is used to assess communication skills, not video editing ability. A simple webcam or phone recording is perfectly acceptable.
Applications without a video will not be considered.
What We Offer
Fully remote role
Stable, long-term opportunity with a growing UK MSP
Supportive and structured team environment
Clear processes and expectations
Opportunities to develop skills and progress over time
How to Apply
Please submit:
Your CV
A link to your application video (Google Drive, unlisted YouTube, etc.)
Details of any Microsoft certifications, if applicable Experience: 3 years required

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