IT Tech Support - AWS EC2 expert/moderat

Job Description:

We are a growing IT consulting firm, managed service provider, or small business seeking a dedicated and skilled Remote IT Support Specialist to join our team as a full-time employee. You will provide exceptional technical support to our clients, resolving IT issues quickly and efficiently using our osTicket help desk system. This is a remote position based in the Philippines, working US Eastern Time (8 AM - 5 PM EDT/EST), which is 8 PM - 5 AM Philippine Time (PHT). We require excellent English communication skills, deep technical expertise, and a proactive approach to problem-solving.

Key Responsibilities:

Remote Support: Use tools like Ultraviewer, TeamViewer, AnyDesk, or Microsoft Remote Desktop to connect remotely and resolve client IT issues promptly. Please reply with the remote support tools you use and are comfortable with.

Help Desk Management: Log, track, and resolve client issues using osTicket, ensuring clear documentation and timely follow-ups.

Windows & Server Management: Troubleshoot and fix issues on Windows 7, 10, 11 and Windows Server 2008, 2012, 2016, 2022, 2025.

Virtualization: Configure and manage Hyper-V environments, including virtual machine setup, maintenance, and troubleshooting.

AWS EC2 knowledge - ***Extremely important*** - create new servers, delete servers, remove old backups, schedule backs - make current infrastructure cost efficient, backup, restore.

Networking: Administer Domain Controllers, DNS, and troubleshoot network connectivity issues.

VoIP Systems: Manage and troubleshoot Asterisk PBX/FreePBX for client telephony systems.

Cloud & Security: Whitelist IP addresses in AWS security groups and ensure secure configurations.

VPN Support: Set up and troubleshoot VPN clients (e.g., Microsoft VPN, OpenVPN) for secure client access.


Email Management: Configure and troubleshoot Microsoft 365, Exchange 2010/2019, Outlook, and Gmail for clients.


Email Security: Manage Vipre Mail Security, including whitelisting/blacklisting email addresses and releasing quarantined messages.

SEO Tasks: Perform basic SEO tasks (e.g., keyword optimization, content updates) to support client websites.
Responsiveness: Prioritize urgent client issues and provide timely resolutions during work hours, with occasional availability for critical after-hours support (with notice).

Must-Have Qualifications:Technical Skills: 2-3+ years of experience in IT support, with expertise in Windows 7, 10, 11 and Windows Server 2008, 2012, 2016, 2022, 2025.
Strong knowledge of Hyper-V for virtualization management.
Proficiency in Domain Controllers, DNS, and network troubleshooting.
Experience with Asterisk PBX/FreePBX for VoIP systems.
Familiarity with AWS (specifically whitelisting IPs in security groups).
Expertise in VPN clients (Microsoft VPN, OpenVPN) setup and troubleshooting.
In-depth knowledge of Microsoft 365, Exchange 2010/2019, Outlook, and Gmail setup/troubleshooting.
Experience with Vipre Mail Security for email whitelisting/blacklisting and quarantine management.
Basic SEO skills (e.g., on-page optimization, keyword research).

Help Desk: Experience with osTicket or similar ticketing systems (e.g., Zendesk, Freshdesk) for issue tracking and documentation.

Remote Tools: Proficient with remote support tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop.
Communication: Fluent English (spoken and written) for professional client interactions via email, chat, or video calls.
Availability: Able to work 8 AM - 5 PM EDT/EST (8 PM - 5 AM PHT) with a stable internet connection (minimum 10 Mbps) and a quiet, professional workspace.

Soft Skills: Strong problem-solving, attention to detail, and ability to handle multiple client issues under pressure.

Nice-to-Have Skills:Familiarity with Linux servers for hybrid environments.
Knowledge of firewall configurations (e.g., SonicWall, Fortinet) for network security.
Basic scripting skills (e.g., PowerShell, Bash) for task automation.
Prior experience in a client-facing IT support role.

Work Details:Employment Type: Full-time, direct hire (you’ll be our employee, not a freelancer).
Schedule: 40 hours/week, 8 AM - 5 PM US Eastern Time (EDT/EST), equivalent to 8 PM - 5 AM Philippine Time.
Location: Fully remote from the Philippines with a reliable computer and high-speed internet.
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Payment Method: Via PayPal


How to Apply:
Submit your resume and a brief cover letter explaining your experience with osTicket, Hyper-V, Asterisk PBX, AWS, and Vipre Mail Security.

Include links to any relevant certifications (e.g., Microsoft, AWS, CompTIA) or a portfolio of past IT projects.
Be prepared to complete a short trial task (e.g., resolving a sample network issue or configuring an email account in osTicket) during the hiring process.

Participate in a video interview to assess your English fluency and technical expertise.

Why Join Us?
Work with a supportive team and diverse clients.
Gain experience with modern IT tools and systems, including osTicket, AWS, and Microsoft 365.
Stable, long-term role with potential for growth and additional responsibilities.