L2/L3 Helpdesk Support Engineer

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

📋 Description

• Address L2/L3 escalations from the service desk queue across various client environments until resolution is achieved.

• Diagnose and resolve issues related to Microsoft 365 and Azure AD/Entra ID, encompassing user and group management, conditional access, licensing, Exchange Online, SharePoint/Teams administration, and identity/authentication challenges.

• Troubleshoot and maintain client networking systems, which include firewalls, switches, VPNs, DNS/DHCP, wireless connections, and overall connectivity.

• Oversee and support the Kaseya/Datto suite for monitoring, patching, remote support, and backup verification.

• Assist with L1 tickets when necessary and collaborate with the L1 team to resolve or escalate issues appropriately.

• Engage with the onshore Australian team via Microsoft Teams chat to coordinate escalations, handovers, and support requests.

• Collaborate with the Service Desk Manager on prioritization, escalation management, resource allocation for complex tickets, and daily coordination.

• Document resolutions, runbooks, and client-specific configurations in the ticketing/knowledge base system.

• Contribute to root cause analysis and propose proactive solutions for recurring incidents.

• Mentor and provide technical guidance to L1 helpdesk staff.

• Participate in scheduled maintenance windows and be open to occasional after-hours work.

⛳️ Requirements

• A minimum of 2-3 years of experience in an MSP or a similar multi-client IT support environment, demonstrating progression into L2/L3-level troubleshooting.

• Robust, hands-on knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and licensing.

• Strong understanding of Azure AD/Entra ID, including user/device management, conditional access, MFA, and hybrid identity.

• Solid grounding in networking fundamentals, such as TCP/IP, VLANs, routing/switching, firewall configuration, VPN troubleshooting, and DNS/DHCP.

• Practical experience with the Kaseya/Datto product suite is highly preferred.

• Familiarity with VEEAM backup and replication is a desirable asset.

• Proficient English communication skills.

• Self-motivated and comfortable working remotely with minimal supervision.

• Willingness to handle L1 tickets when necessary and exercise sound judgment regarding resolution versus escalation.

• Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator is preferred.

• Microsoft Certified: Azure Administrator Associate (AZ-104) is preferred.

• Certifications in Kaseya or Datto products are preferred.

• Networking certifications, such as CompTIA Network+ or Cisco CCNA, are preferred.

• Previous experience in an Australian-facing MSP or offshore support role is preferred.

• Familiarity with ITIL-aligned service desk processes and ticketing platforms like Autotask, ConnectWise, or similar is preferred.

• Basic scripting experience with PowerShell is preferred.

• Reliable overlapping availability with Australian business hours.

• Active participation on Microsoft Teams chat throughout the shift and effective communication during working hours.

🏝️ Benefits

• HMO, Dental, and Life Insurance for you and one free dependent starting from day one.

• Option to enroll additional dependents.

• Paid Birthday, Vacation, Medical, and Maternity Leaves.

• Up to 6 Vacation Leaves can be converted to cash on your anniversary.

• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!