L2L3 Helpdesk Support Engineer | AU | WFH
Job Location:
National Capital Region - Philippines
Monthly Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
- Handle L2/L3 escalations from the service desk queue across multiple client environments taking ownership of tickets through to resolution rather than passing them back up the chain.
- Diagnose and resolve issues across Microsoft 365 and Azure AD/Entra ID including user and group management conditional access licensing Exchange Online SharePoint/Teams administration and identity/authentication problems (MFA SSO hybrid identity sync issues).
- Troubleshoot and maintain client networking environments including firewalls switches VPNs DNS/DHCP wireless and general connectivity issues escalating to network specialists only where genuinely necessary.
- Manage and support the Kaseya/Datto stack (RMM BMS/Autotask Datto backup and business continuity products) for monitoring patching remote support and backup verification across the client base.
- As part of a small close-knit team be willing and able to step in on L1 tickets when needed this is a hands-on-deck role not one that sits strictly above first-line work.
- Work closely with the L1 team to help resolve tickets directly where practical and to properly triage and escalate tickets up to L2/L3 when they genuinely need that level of expertise rather than simply pushing volume upstream.
- Maintain regular active communication with the onshore Australian team via Microsoft Teams chat throughout the day flagging escalations coordinating handovers and picking up work the onshore team needs support with.
- Work closely with the Service Desk Manager on prioritisation escalation handling resourcing of complex tickets and day-to-day team coordination.
- Document resolutions runbooks and client-specific configurations clearly and consistently in the ticketing/knowledge base system.
- Contribute to root cause analysis on recurring incidents and suggest proactive fixes to reduce repeat tickets.
- Mentor and provide technical guidance to L1 helpdesk staff where required.
- Participate in scheduled maintenance windows and occasional after-hours work to support the onshore team outside standard hours.
- At least 2-3 years of experience in an MSP or similar multi-client IT support environment with demonstrated progression into L2/L3-level troubleshooting.
- Strong hands-on knowledge of Microsoft 365 administration (Exchange Online SharePoint Teams licensing) and Azure AD/Entra ID (user/device management conditional access MFA hybrid identity).
- Solid networking fundamentals including TCP/IP VLANs routing/switching firewall configuration VPN troubleshooting and DNS/DHCP comfortable diagnosing connectivity issues independently.
- Practical experience with the Kaseya/Datto product suite (Datto RMM Autotask/BMS Datto BCDR) is strongly preferred.
- Not necessary but nice to have - Working knowledge of VEEAM backup and replication including job configuration troubleshooting and restore procedures.
- Good English communication skills given the constant coordination with the onshore team over Teams chat and the client-facing nature of the role.
- Self-directed and comfortable working remotely with minimal supervision while still being a responsive reliable team member during the shift.
- Comfortable operating in a small-team environment where everyone wears multiple hats willingness to pick up L1 tickets when the queue demands it and good judgement on when to resolve directly versus when to escalate is essential.
- Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator.
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- Kaseya or Datto product certifications.
- Networking certifications such as CompTIA Network or Cisco CCNA.
- Prior experience in an Australian-facing MSP or offshore support role.
- Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask ConnectWise or similar.
- Basic scripting experience (PowerShell) for automation of routine tasks.
- HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
- Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party Family Day Team Building and more!
Required Skills:
What You Bring Were looking for someone who: At least 2-3 years of experience in an MSP or similar multi-client IT support environment with demonstrated progression into L2/L3-level troubleshooting. Strong hands-on knowledge of Microsoft 365 administration (Exchange Online SharePoint Teams licensing) and Azure AD/Entra ID (user/device management conditional access MFA hybrid identity). Solid networking fundamentals including TCP/IP VLANs routing/switching firewall configuration VPN troubleshooting and DNS/DHCP comfortable diagnosing connectivity issues independently. Practical experience with the Kaseya/Datto product suite (Datto RMM Autotask/BMS Datto BCDR) is strongly preferred. Not necessary but nice to have - Working knowledge of VEEAM backup and replication including job configuration troubleshooting and restore procedures. Good English communication skills given the constant coordination with the onshore team over Teams chat and the client-facing nature of the role. Self-directed and comfortable working remotely with minimal supervision while still being a responsive reliable team member during the shift. Comfortable operating in a small-team environment where everyone wears multiple hats willingness to pick up L1 tickets when the queue demands it and good judgement on when to resolve directly versus when to escalate is essential. Preferred / Nice-to-Have Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator. Microsoft Certified: Azure Administrator Associate (AZ-104). Kaseya or Datto product certifications. Networking certifications such as CompTIA Network or Cisco CCNA. Prior experience in an Australian-facing MSP or offshore support role. Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask ConnectWise or similar. Basic scripting experience (PowerShell) for automation of routine tasks. Working Hours and Communication Expectations This role requires reliable overlapping availability with Australian business hours and active presence on Microsoft Teams chat throughout the shift not just for scheduled meetings but for ongoing real-time coordination and escalation handling with the onshore team and the Service Desk Manager. Responsiveness and clear communication during these hours are considered core to the role not incidental to it.
Required Education:
Bachelors Degree
