L3 Support Engineer – GWS, M365

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

📋 Description

• You will embody the role of an individual responsible for core Managed Service Provider (MSP) duties, providing remote technical assistance for desktops, mobile devices, and cloud services.

• Swiftly troubleshoot and resolve hardware, software, and networking challenges.

• Oversee user account management, permissions, and security settings in Google Workspace (GWS) and Microsoft 365 (M365).

• Conduct system updates, patching, and routine maintenance tasks.

• Ensure accurate ticketing and documentation using Autotask or comparable IT Service Management (ITSM) tools.

• Collaborate with global teams and escalate issues when necessary.

• For Senior Engineers: Serve as the Tier 3 escalation point for intricate technical problems.

• Manage and enhance Google Workspace and Microsoft 365 environments, emphasizing security and compliance.

• Implement and sustain cybersecurity measures, including EDR/XDR solutions (e.g., SentinelOne), email security (e.g., Proofpoint), and server hardening for both cloud and on-premises.

• Lead security and compliance projects aligned with the Australian Essential 8, SMB1001, and NIST Cybersecurity Framework (CSF).

• Oversee and configure the MSP toolset, including Autotask, Datto RMM, SentinelOne, Proofpoint, Blackpoint, Exclaimer, CloudRadial, Keeper, Unifi Controller, and NVRs, among others.

• Support project execution involving migrations, deployments, and security improvements.

• Mentor junior engineers and contribute to the development of the knowledge base.

⛳️ Requirements

• Minimum of 10 years in IT, with at least 5 years in an MSP environment, along with advanced knowledge of GWS, M365, and cybersecurity.

• A total of 10 years of IT experience is essential, with no less than 5 years in a managed service provider setting.

• Proficient in Google Workspace and Microsoft 365 administration, particularly regarding security and compliance.

• Strong grasp of cybersecurity best practices for small to medium-sized businesses, including EDR/XDR, multi-factor authentication (MFA), and vulnerability management.

• Highly desirable: Advanced experience with multi-vendor networking and virtual networks in Azure, Google Cloud Platform (GCP), and Amazon Web Services (AWS).

• Familiarity with security frameworks, including the implementation of Essential 8, SMB1001, and/or NIST CSF.

• Preferred certifications include Microsoft 365 Certified: Administrator Expert; additional advantageous certifications include Google Workspace Administrator, CompTIA Security+, Network+, or ITIL Foundation, CISSP, or similar security certifications.

🏝️ Benefits

• Comprehensive HMO, dental, and life insurance for you and one eligible dependent from day one, with the option to enroll additional dependents.

• Paid leave benefits include birthday, vacation, medical, and maternity leave (up to 6 vacation leaves can be converted to cash on your anniversary).

• Engaging employee activities such as a year-end party, family day, team building, and more!