Help Desk Engineer

About BitByBit (BBB): BitByBit is a premier, elite Managed Service Provider (MSP) dedicated to untangling systemic technical challenges for small to medium-sized businesses across the United States. Operating in a fast-paced, highly secure enterprise runtime, we deliver multi-tenant remote monitoring, server architecture tuning, and infrastructure support layers. We combine top-tier technology with high-touch human communication to keep client systems optimized, safe, and resilient around the clock.

Position Overview

We are seeking a highly analytical and technical Help Desk Engineer to provide comprehensive, remote IT infrastructure support and exceptional customer service to our US-based clients. In this high-ownership track, you will be the primary technical handler for cross-platform hardware, software, and network issues. From managing Active Directory accounts and hosted email instances to monitoring virtualized enterprise nodes, you will drive tickets from ingestion to resolution while ensuring zero downtime across diverse merchant networks.

Key Responsibilities

• Remote Infrastructure Troubleshooting: Deliver high-signal desktop and endpoint hardware support across Windows, macOS, Android, and iOS devices using enterprise remote tools (e.g., Kaseya VSA, Splashtop, LogMeIn Central).
• System & Server Administration: Govern multi-tenant environments using Windows Server (2012 through 2025 releases), managing file systems, group access layers, and Active Directory domains.
• Virtual Platform Governance: Administer, monitor, and configure high-availability virtual machines running across VMware vSphere, ESXi, and Microsoft Hyper-V frameworks.
• Network & Security Deployment: Monitor performance metrics for routers, firewalls, and switches; handle website DNS routing records, deploy anti-malware assets, and configure email spam filtering matrices (Office 365, Google Workspace).
• Ticket Lifecycle Management: Own full ticket lifecycle tracking inside our proprietary system, documenting diagnostic pathways, resolution metrics, and escalation steps accurately.

Required Skills & Qualifications

• Proven track record managing technical environments, with a definitive preference for operators carrying at least 1 year inside a Managed Services Provider (MSP) landscape.
• Hands-on system configuration fluency across Microsoft Office 365 / Exchange administration suites.
• Strong technical literacy handling firewall architectures, core networking rules, and basic network switch routing parameters.
• Flawless, exceptional command of the English language, meticulously optimized to deliver transparent tech breakdowns to enterprise US clients.
• Location Context: 100% remote-first workspace infrastructure framework open exclusively to qualified technical engineers residing in Indonesia or the Philippines.
• Shift Mandate: Absolute availability to maintain a rigid 8-hour routine aligned strictly with 9:00 AM to 6:00 PM EST (US Eastern Time Zone) business hours.

Preferred Strategic Indicators (Nice to Have)

• Bachelor’s degree in Computer Science, Information Technology, Cyber Infrastructure, or equivalent engineering disciplines.
• Industry-recognized technical certifications, including credentials from Microsoft, CompTIA (A+, Network+, Security+), Cisco (CCNA), Fortinet, or Apple.

What We Offer

• Target Monthly Compensation: $900 – $1,200 USD per month (Calibrated accurately based on engineering depth and technical certification matrices).
• Direct access to funded enterprise certification training programs and continuous tech skill expansion avenues.
• Comprehensive health and dental insurance profiles tailored for remote workers.
• Protected paid vacation tracks paired with structured Simple IRA retirement frameworks featuring corporate employer matching matches.