L2/L3 Helpdesk Support Engineer

• Handle L2/L3 escalations from the service desk queue across multiple client environments through resolution
• Diagnose and resolve Microsoft 365 and Azure AD/Entra ID issues, including user and group management, conditional access, licensing, Exchange Online, SharePoint/Teams administration, and identity/authentication problems
• Troubleshoot and maintain client networking environments, including firewalls, switches, VPNs, DNS/DHCP, wireless, and connectivity
• Manage and support the Kaseya/Datto stack for monitoring, patching, remote support, and backup verification
• Step in on L1 tickets when needed and work with the L1 team to resolve or escalate issues appropriately
• Communicate with the onshore Australian team via Microsoft Teams chat, coordinating escalations, handovers, and support requests
• Work with the Service Desk Manager on prioritisation, escalation handling, complex-ticket resourcing, and day-to-day coordination
• Document resolutions, runbooks, and client-specific configurations in the ticketing/knowledge base system
• Contribute to root cause analysis and suggest proactive fixes for recurring incidents
• Mentor and provide technical guidance to L1 helpdesk staff
• Participate in scheduled maintenance windows and occasional after-hours work

• 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, including Exchange Online, SharePoint, Teams, and licensing
• Strong knowledge of Azure AD/Entra ID, including user/device management, conditional access, MFA, and hybrid identity
• Solid networking fundamentals, including TCP/IP, VLANs, routing/switching, firewall configuration, VPN troubleshooting, and DNS/DHCP
• Practical experience with the Kaseya/Datto product suite is strongly preferred
• Working knowledge of VEEAM backup and replication is nice to have
• Good English communication skills
• Self-directed and comfortable working remotely with minimal supervision
• Willingness to pick up L1 tickets when needed and use good judgment on resolution versus escalation
• Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator is preferred
• Microsoft Certified: Azure Administrator Associate (AZ-104) is preferred
• Kaseya or Datto product certifications are preferred
• Networking certifications such as CompTIA Network+ or Cisco CCNA are preferred
• Prior experience in an Australian-facing MSP or offshore support role is preferred
• Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask, ConnectWise, or similar is preferred
• Basic scripting experience with PowerShell is preferred
• Reliable overlapping availability with Australian business hours
• Active presence on Microsoft Teams chat throughout the shift and clear communication during working hours

• HMO, Dental, and Life Insurance for you and one free dependent from day one
• Option to enroll additional dependents
• Paid Birthday, Vacation, Medical, and Maternity Leaves
• Up to 6 Vacation Leaves are convertible to cash on your anniversary
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!