Helpdesk Engineer, Level 3 – MSP

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary escalation contact for all Level 1 and Level 2 engineers.

• Design, deploy, and manage both on-premises and hybrid server environments, specifically Windows Server versions 2016 to 2025 and HyperV.

• Oversee end-to-end migrations to Microsoft 365, including mail, data, identity, and licensing, from initial scoping to final cutover.

• Transition file servers to SharePoint and OneDrive, which includes designing and configuring permissions structures.

• Design and implement Microsoft Azure environments, including Entra ID, Intune, and Defender.

• Configure and troubleshoot intricate switching environments, focusing on VLANs, inter-VLAN routing, and both trunk and access ports.

• Create and manage Fortinet and Unifi firewall policies, VPN tunnels, NAT rules, and security profiles from the ground up.

• Take ownership of patch management and vulnerability assessments, evaluating weekly updates and leading emergency change processes through the Change Advisory Board as necessary.

• Uphold and enforce security standards, including conducting firewall rule audits, VLAN segmentation, endpoint security measures, and backup system management.

• Engage directly with Australian clients in a clear and professional manner, managing technical updates and expectations throughout project execution.

• Ensure comprehensive documentation is maintained within the team knowledge base — if an issue is resolved, it should be documented.

⛳️ Requirements

• A minimum of 3 years of experience in a Managed Service Provider (MSP) setting is essential. Candidates with only internal IT or helpdesk experience will not be considered. Proven hands-on expertise across all of the following areas is required:

• - At least 3 years of experience in an MSP environment (non-negotiable).

• - Proficiency with Windows Server versions 2016–2025, including building, managing, and troubleshooting in multi-client settings.

• - HyperV administration experience, including VM management, storage, and maintenance of physical hosts.

• - Familiarity with Active Directory and Entra ID, covering on-premises setups, migrations, FSMO roles, and group policy.

• - Independent design and administration of Microsoft Azure, not limited to guided setup.

• - Extensive experience with Microsoft 365 administration, including complete tenant migrations, Exchange Online, hybrid configurations, and PowerShell management.

• - Experience with SharePoint and OneDrive, focusing on file server migrations, permissions design, and governance.

• - Knowledge of VLAN design and switching, including topology design, inter-VLAN routing, and trunk and access port configuration.

• - Experience with Fortinet or Watchguard firewalls, including building VPN tunnels, security policies, NAT, and firewall rules from scratch.

• - Competence in patch and vulnerability management, including CVE assessments, KB update reviews, and managing emergency change processes in an active MSP environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Comprehensive health and wellness benefits.

• Flexible working hours and potential remote work options.

• A collaborative and supportive team environment.