ScalableOS

• Design, implement, maintain, and support enterprise network infrastructure for multiple MSP clients. • Configure, administer, and troubleshoot Cisco ASA, Cisco Firepower Threat Defense (FTD), and Fortinet FortiGate firewalls. • Deploy and support Cisco Meraki SD-WAN solutions across distributed environments. • Configure and troubleshoot BGP, MPLS, and advanced routing protocols. • Manage MPLS VRF environments for secure network segmentation and connectivity. • Configure and support Cisco Nexus switches, including Virtual Port Channel (vPC) technologies. • Monitor network performance and proactively identify capacity or security issues. • Perform advanced troubleshooting of LAN, WAN, VPN, wireless, firewall, and routing issues. • Participate in infrastructure migrations, upgrades, and client onboarding projects. • Respond to escalated incidents while meeting SLA requirements. • Perform root cause analysis and implement long-term solutions. • Create and maintain technical documentation, network diagrams, and standard operating procedures. • Collaborate with Systems Engineers, Security Engineers, and client IT teams to deliver infrastructure improvements. • Participate in an on-call rotation when required.

Role Description The AP Automation & PO Specialist is responsible for supporting automated accounts payable and purchasing workflows by reviewing system exceptions, validating transaction data, and ensuring accurate downstream processing across integrated finance systems. This position serves as a key operational link between automation tools and finance operations, helping maintain data integrity, processing efficiency, and compliance with established procedures. - Resolve UiPath Action Center exceptions, validating and correcting low- and medium-confidence invoice fields to keep bot processing on track. - Create ServiceTitan purchase orders for Ramp counter purchases. - Reconcile Ramp credit card transactions to vendor bills in Sage Intacct. - Research and resolve transaction discrepancies. - Maintain documentation to support audit readiness and internal controls. - Partner with AP, purchasing, operations, and systems teams to resolve workflow issues. - Drive improvements that increase automation accuracy and reduce manual rework. - Take on special projects and additional duties as assigned. Qualifications - Prior experience in accounts payable, transaction processing, purchasing, procurement support, or financial operations preferred. - Experience working with AP automation tools, ERP systems, purchasing platforms, or integrated finance applications strongly preferred. - Familiarity with UiPath, Ramp, ServiceTitan, and Sage Intacct preferred. - Strong analytical, organizational, and problem-solving skills. - High attention to detail and ability to maintain accuracy in high-volume transaction processing environments. - Ability to manage multiple priorities, meet deadlines, and work independently with limited supervision. - Effective written and verbal communication skills, including the ability to collaborate with cross-functional teams. - Core Competencies: - Accuracy and attention to detail - Process discipline and follow-through - Analytical thinking and issue resolution - System proficiency and willingness to learn new tools - Confidentiality and professional judgment - Collaboration with finance, operations, and technology teams Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule.

Role Description Seeking someone passionate about information security and customer service to assist customers in meeting their cybersecurity regulatory and legal requirements. Analysts will work with customers to: - Develop formalized information security policies - Analyze the efficacy of current policies and procedures - Evaluate the risks posed by third-party providers - Provide security awareness training to clients - Provide insight into cybersecurity regulations Analysts also lend their expertise to internal initiatives related to cybersecurity governance and compliance. Qualifications - 1-3 years’ experience in an IT, Cybersecurity, or GRC-related field (Preferred) - Preferred certifications: CompTIA Security+, ISC2 CC, OCEG GRCP - Knowledge of Secure Software Development Life Cycle (SSDLC) practices is a plus - Basic operational capabilities for the Office 365 stack (Microsoft Word, Excel, Outlook) - Strong ability to direct self-work with excellent organizational and time management skills - Excellent verbal and written communication skills, especially when communicating technical concepts to non-technical audiences - Critical and creative thinking to strategize how to add value to customer engagements and improve processes - Exceptional spelling and grammar skills for writing and proofreading documents - Ability to remain flexible as processes continuously improve Requirements - Should be willing to accept a long-term work-from-home arrangement - Should be amenable to a permanent night shift schedule

Role Description The Level 1 Helpdesk Technician serves as the first point of contact for end users seeking technical assistance and support. This role is responsible for providing exceptional customer service while troubleshooting and resolving basic technical issues related to desktops, laptops, mobile devices, applications, and connectivity. The ideal candidate is customer-focused, detail-oriented, process-driven, and passionate about technology. They possess strong problem-solving skills, excellent communication abilities, and a willingness to learn and grow within a managed services environment. Success in this role is measured by the ability to deliver timely issue resolution, maintain accurate documentation, and provide a positive customer experience. - Serve as the first point of contact for customers seeking technical assistance via phone, email, and remote support tools. - Provide first-level troubleshooting and support for hardware, software, connectivity, and user-access issues. - Diagnose and resolve basic technical problems related to desktops, laptops, mobile devices, and business applications. - Guide end users through troubleshooting steps and technical resolutions in a professional and customer-friendly manner. - Escalate unresolved or complex issues to higher-level support teams while providing complete troubleshooting documentation. - Accurately document issues, troubleshooting steps, resolutions, and customer communications within the ticketing system. - Create and maintain technical documentation and knowledge base articles. - Follow up with customers to ensure issues are resolved and customer satisfaction is achieved. - Monitor assigned tickets and ensure timely updates in accordance with service level agreements (SLAs). - Identify recurring issues and recommend process improvements when appropriate. - Participate in weekend on-call rotations and after-hours support as required. - Adhere to established support processes, documentation standards, and operational procedures. Qualifications - 1+ year of experience in a Help Desk, Technical Support, Service Desk, or Customer Support role. - Strong customer service and communication skills. - Basic understanding of Windows operating systems and desktop troubleshooting. - Familiarity with computer hardware, software applications, printers, and mobile devices. - Ability to diagnose and resolve common technical issues. - Strong attention to detail and documentation skills. - Ability to follow processes and work effectively within a structured environment. - Strong organizational and time management skills. - Ability to manage multiple tasks and priorities simultaneously. - Positive attitude and willingness to learn new technologies. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule. Benefits - Full Philippine Statutory Benefits - 13th Month Pay - De Minimis Allowance - Paid Time Off (PTO) - Health Insurance - Life Insurance - Company-Provided Equipment - Training and Career Development Opportunities - Exposure to Diverse Technologies and Client Environments

Role Description The Senior Systems Engineer is a senior technical contributor responsible for advanced server and systems implementation, troubleshooting, and escalation support across a diverse client base within a remote MSP environment. This role handles complex infrastructure incidents escalated from Tier 1, drives proactive improvements, and serves as a subject matter expert for Windows and Linux server administration, virtualization, identity, storage, backup, and cloud platforms. The engineer works closely with clients and internal teams to deliver high-quality, reliable managed services, and is expected to use AI tools to work faster and raise the quality of their work. - Build, configure, and administer Windows Server (2016, 2019, 2022, 2025) and Linux servers (RHEL, CentOS, Ubuntu) across multiple client environments. - Administer and troubleshoot Microsoft Active Directory, Group Policy, DNS, DHCP, ADFS, and Remote Desktop Services, including forest and domain architecture, trusts, replication, and FSMO roles. - Manage and optimize virtualization platforms including VMware vSphere (ESXi, vCenter, vSAN), Microsoft Hyper-V (failover clustering, live migration), and Nutanix HCI (AHV, Prism). - Administer Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID) and hybrid identity configurations. - Support and troubleshoot cloud workloads in AWS and Azure, including IaaS, PaaS, and hybrid architectures. - Manage enterprise storage (SAN, NAS, iSCSI, Fibre Channel, NFS) and backup and disaster recovery platforms such as Cove, Metallic, and Veeam; execute DR tests and validate recovery. - Lead advanced troubleshooting and root cause analysis for complex server, virtualization, identity, and performance issues. - Lead patching, firmware upgrades, and lifecycle management for servers and infrastructure appliances across the client base. - Develop and maintain monitoring strategies using LogicMonitor or equivalent platforms; create custom alerts and dashboards and remediate issues before client impact. - Manage and resolve escalated tickets within MSP platforms (ConnectWise, Dell Kace, FreshService); document resolutions thoroughly. - Conduct system assessments and assist with architecture diagrams, runbooks, and technical documentation for client environments. - Conduct periodic security posture reviews including vulnerability assessments, configuration audits, and hardening recommendations aligned to NIST, CIS, or client specific frameworks. - Use AI tools to accelerate troubleshooting, scripting, documentation, and research, while reviewing AI output for accuracy before applying it in client environments. - Build automation and scripts (PowerShell, Python, Bash) to reduce manual effort and improve consistency, including AI-assisted script development. - Evaluate emerging platforms, tooling, and AI-driven capabilities on behalf of the MSP and recommend adoption into the standard service stack. - Serve as the primary escalation point for server and systems incidents, own resolution from escalation through closure. - Act as primary escalation for P1 and P2 outages, coordinating with cross-functional teams and keeping management and stakeholders informed. - Lead change management activities including planning, scheduling, implementing, and validating production changes. - Participate in on-call rotation and after-hours maintenance windows as required. - Collaborate with hardware vendors, software vendors, and cloud providers to coordinate RMAs, support cases, and complex issue resolution. - Assist in onboarding new MSP clients including discovery, documentation, and transition planning. - Identify recurring issues and drive proactive improvements to reduce incident volume and improve client stability. Qualifications - 5 to 7 or more years of hands-on systems or infrastructure engineering experience, preferably in an MSP or multi-client managed services environment. - At least 2 years in a senior or lead technical capacity. - Deep expertise across Windows Server, Active Directory, and at least one major virtualization platform (VMware, Hyper-V, or Nutanix). - Strong scripting and automation skills (PowerShell, Python, Bash) and a track record of using automation to improve operations. - Demonstrated use of AI tools (such as Microsoft Copilot, ChatGPT, Claude, or similar) for troubleshooting, scripting, or documentation, and the ability to use them responsibly is strongly preferred. - Familiarity with compliance frameworks (HIPAA, SOC 2, NIST, PCI-DSS) as they apply to systems security controls. - Exposure to ITSM and ITIL practices within a managed services delivery model. - Degree in Information Technology, Computer Science, Systems Engineering, or equivalent experience. - Required or highly preferred certifications: Microsoft Windows Server Hybrid Administrator Associate, Azure Administrator Associate, MCSE, or equivalent. - Additional desirable certifications: VMware VCP-DCV, Nutanix NCP, AWS Solutions Architect or SysOps Administrator, CompTIA Server+/Security+, or ITIL Foundation. - Excellent verbal and written communication skills required for client-facing interactions and technical documentation. - Ability to convey complex technical concepts to non-technical stakeholders clearly and professionally. - Strong time management and the ability to handle multiple client priorities at once in a fast-paced remote MSP environment. - Collaborative mindset with a commitment to mentoring Tier 1 engineers and contributing to team knowledge sharing. - Curiosity and willingness to adopt AI tools in daily work, with good judgment about when to rely on them and when to verify. - Self-directed and accountable, comfortable working independently in a fully remote setting with minimal supervision. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule.

Role Description The Technical Project Manager is a delivery role sitting at the intersection of project execution, technical coordination, and stakeholder communication. You will lead and coordinate complex IT projects for hedge funds and asset managers, including cloud infrastructure, trading application rollouts, and data platform builds, working from our Belgrade delivery hub. - Manage multiple concurrent engagements across delivery teams in Belgrade and globally. - Own the project lifecycle from initiation through closure. - Partner with architects, engineers, and client stakeholders to keep delivery on track. - Lead matrix teams across engineering, cloud, cybersecurity, and architecture functions. - Set the cadence, drive accountability through RAID discipline and clear status reporting. - Work closely with Directors and Heads of departments to remove blockers and align resources. - Collaborate with Client Technology Managers and Client Success Managers. - Support new business initiatives by contributing project planning input to proposals. - Focus on delivery for global hedge fund, asset management, and financial client base. - Ensure a consistent delivery experience wherever a client operates. Qualifications - 5+ years delivering IT projects end-to-end, ideally across both infrastructure and application domains. - Proven ability to manage multiple concurrent projects in a fast-paced, client-facing environment. - Experience delivering in both Agile/Scrum and Waterfall environments. - Background working with hedge funds, asset managers, private credit funds, or financial services clients is strongly preferred. - Track record of influencing senior stakeholders and guiding cross-functional teams to consensus and decision under pressure. Requirements - 3+ years of hands-on experience with Atlassian tools (Jira and Confluence). - Familiarity with Microsoft Project, Smartsheet, or equivalent planning tools. - Familiarity with cloud platforms including Microsoft Azure, AWS, and Microsoft 365. - Exposure to application migrations, cloud transitions, infrastructure modernization, and data platform builds. - Working knowledge of OMS/PMS platforms (Company Axiom, Advent Geneva, Eze, SS&C, or similar) is a plus. Benefits - Project management certifications preferred: PMP, PRINCE2, or Certified Scrum Master (CSM). - Atlassian certifications a plus: Jira Administrator, Confluence Administrator, or Atlassian Certified Professional. - Cloud certifications a plus: Microsoft Azure Fundamentals (AZ-900), AWS Cloud Practitioner, or equivalent. - Degree in Computer Science, Information Technology, Business, or a related discipline, or equivalent professional experience. Who You Are - An executive communicator: strong written and verbal English; you engage credibly with both engineering teams and C-level stakeholders. - A proactive operator: detail-oriented, with a commitment to accountability and visible results. - Calm under pressure: you keep delivery on track when priorities shift and timelines compress. - A team player: you work effectively with engineers, architects, and client stakeholders alike. - Driven by outcomes, not activities: you measure yourself on whether the project actually landed. Job Requirements - Should be willing to accept a long-term work-from-home arrangement. - Shift schedule is from Monday to Friday following CET (Central European Time) schedule.

Role Description The Service Delivery Manager is responsible for leading and managing a team of technical support professionals to ensure exceptional service delivery, operational efficiency, and customer satisfaction. This role focuses on people leadership, service operations, ticket management, productivity oversight, escalation management, and continuous process improvement within a managed services environment. The ideal candidate has strong experience leading technical support or service desk teams within an MSP environment and possesses a solid understanding of IT operations, service management principles, and customer service excellence. This is a leadership-focused role with no hands-on technical responsibilities, requiring a strong people manager who can drive team performance, accountability, and service quality. Qualifications - Minimum 5 years of experience in IT service delivery, service desk operations, managed services, or technical support leadership. - Minimum 2 years of people management or team leadership experience. - Experience managing service desk, help desk, NOC, or technical support teams. - Strong understanding of ticket management, SLA performance, escalation management, and service operations. - Proven experience managing team performance, productivity, and customer satisfaction metrics. - Excellent leadership, coaching, mentoring, and employee development skills. - Strong organizational, communication, and conflict resolution abilities. - Ability to manage multiple priorities in a fast-paced environment. - Bachelor’s degree in information technology, Business Management, or a related field, or equivalent professional experience. Requirements - Experience working within a Managed Services Provider (MSP) environment. - Knowledge of IT Service Management (ITSM) best practices. - Familiarity with service delivery KPIs and operational reporting. - Understanding of networking, operating systems, cloud platforms, and IT infrastructure concepts. - Experience leading remote or distributed teams. - ITIL Foundation Certification or equivalent service management experience. - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule. Benefits - Full Philippine Statutory Benefits - 13th Month Pay - De Minimis Allowance - Night Shift Differential Pay - Paid Time Off (PTO) - Health Insurance - Life Insurance - Company-Provided Equipment - Career Development and Leadership Growth Opportunities

Role Description The Customer Success Representative (CSR) provides responsive, high-quality support for Select-level customers. This role serves as the primary point of contact for customer service escalation requests and account inquiries, working to resolve issues efficiently and ensure customer satisfaction. The CSR role is integral to maintaining positive relationships with Select-level accounts by: - Promptly addressing their needs - Escalating issues when necessary - Upholding service level agreements (SLAs) to enhance the customer experience As a reactive account management team member, the CSR collaborates closely with technical support teams and company stakeholders to deliver a seamless and responsive client experience. Qualifications - Bachelor’s degree in business administration, marketing, or a related field preferred but not required - 1-2 years of experience in client success or account management - Fluent in American English; strong speaking and writing skills - Excellent communication and interpersonal skills - Strong organizational skills and attention to detail - Ability to manage multiple priorities and projects simultaneously - Knowledge of customer success principles and best practices - Experience working with CRM systems and other customer success tools - Passion for delivering exceptional customer service and building long-term relationships with customers Requirements - Should be willing to accept a long-term work-from-home arrangement - Should be amenable to a permanent night shift schedule

Role Description Experienced Desktop Support Technician with strong Windows OS and network troubleshooting skills, capable of independently handling Tier 2.5 support tickets, including: - VPN - Password resets - Software installations - Patches - Printer issues Proficient with ticketing and remote management tools such as ConnectWise, Zendesk, and Jira, with experience leading teams and working effectively in long-term remote and night shift environments. Qualifications - Strong Windows OS experience (Mac support is a plus but not required) - MSP experience preferred, followed by IT vendor support experience, then internal IT - Familiarity with ticketing/RMM tools; ConnectWise is preferred, but experience with similar tools (e.g., Zendesk, Jira) is acceptable - IT Certifications are nice to have, not required - Open to consider other remote tools: ConnectWise / RMM / Manage / Zendesk / Jira - Targeting Tier 2.5 support level & experience - Candidates must work independently with minimal oversight - Experience: At least ~5 years working with a ticketing system Requirements - Should be willing to accept a long-term work-from-home arrangement - Should be amenable to a permanent night shift schedule (CST)

Role Description This role is tailored for a High Tier 2 or Low Tier 3 engineer who thrives on a diverse workload. You will handle everything from everyday support requests to complex technical escalations from other team members. While 95% of your day is focused on technical resolution and project support, you will also wear a "Service Coordinator" hat about 5% of the time—helping triage tickets, manage client expectations, and ensure streamlined service delivery. This position offers a distinct growth trajectory, with the goal of training you to independently lead and execute IT projects within the next year. - Diverse Technical Support: Handle a wide variety of technical issues, seamlessly shifting from standard low-level support tickets to acting as an escalation point for other technicians. - Project Assistance & Growth: Assist the Project Team with complex tasks, such as setting up and configuring firewalls. You will be actively trained and expected to start taking on and running your own projects within your first year. - Own the Client Experience: Serve as the primary point of contact for clients, ensuring exceptional, clear, and positive communication from ticket creation to resolution. - Light Service Coordination: Triage incoming requests, assign proper priorities and SLAs, ensure tickets have excellent documentation, and coordinate with other departments to resolve non-reactive issues. - Problem Solving & Process Improvement: Go beyond surface-level fixes to identify and solve root-cause problems. Create detailed ticket notes and build new procedures when missing processes are identified. Qualifications - Advanced Technical Skills: Deep understanding and hands-on experience with Office 365 (Entra ID, Exchange, SharePoint, OneDrive). - Networking Knowledge: Solid foundational networking skills, including DNS, DHCP, and experience setting up firewalls. - MSP Experience: Previous experience working in a Managed Services environment is highly preferred. - Tool Familiarity: Experience with Autotask, IT Glue, and DattoRMM is a massive plus (though we are happy to train the right candidate on our specific stack). - Communication: Exceptional verbal and written communication skills. You know how to talk to non-technical users, manage their expectations, and provide clear, helpful updates to both clients and internal staff. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent night shift schedule.