IT Helpdesk & Cybersecurity Engineer

IT Helpdesk Engineer (Remote, Full-Time)
Reliable Technology Services (RTS) is a Texas-based managed IT and cybersecurity firm serving small and mid-sized businesses across North America. We are growing our remote helpdesk team and looking for a sharp, dependable engineer to join us.
Schedule
We are hiring for one of the following shifts (US Central Time), Monday through Friday:
• Evening Shift: 5:00 PM to 12:00 AM CST (6:00 AM to 1:00 PM Manila time, next day)
• Overnight Shift: 11:30 PM to 6:30 AM CST (12:30 PM to 7:30 PM Manila time, next day)
Please tell us which shift you are applying for.
What You’ll Do
• Answer client tickets by phone, email, and chat as the first point of contact
• Troubleshoot Windows desktops, laptops, printers, and basic networking issues
• Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and user account management in Entra ID / Active Directory
• Document every ticket clearly inside our PSA system
• Escalate complex issues to senior engineers with full context and notes
• Follow our service standards and communicate with clients in a warm, professional tone
What We’re Looking For
• 2+ years of helpdesk or MSP experience (MSP experience strongly preferred)
• Strong English communication, both written and spoken
• Working knowledge of Windows 10/11, Microsoft 365, and basic networking (DNS, DHCP, VPN, Wi-Fi)
• Familiarity with RMM and PSA tools (ConnectWise, Kaseya, NinjaOne, Datto, or similar)
• Reliable high-speed internet, a quiet workspace, and a backup power solution
• Calm under pressure, organized, and genuinely enjoys helping people
Nice to Have
• CompTIA A+, Network+, or Microsoft certifications
• Experience with firewalls (SonicWall, Fortinet, Meraki) or backup tools (Datto, Veeam)
• Exposure to SOC 2 or other compliance frameworks
How to Apply
Send your resume, a short voice or video introduction, and your expected monthly rate (USD). Tell us about one ticket you are proud of solving. Be sure to note which shift you prefer.