L2/L3 Helpdesk Support Engineer
About the role
The L2/L3 Helpdesk Support Engineer will join a managed services team supporting multiple client environments, focusing on resolving escalated service desk issues related to Microsoft 365, Entra ID, networking, backup, and business continuity technologies. The role involves taking ownership of complex incidents, collaborating with the broader service desk team, assisting with first-line support, providing technical guidance to junior team members, and contributing to proactive improvements. The position is with an established Australian technology services provider known for its collaborative and hands-on service model, delivering managed IT support and infrastructure solutions across a diverse client base.
Must have
- At least 2–3 years of experience within an MSP or comparable multi-client IT support environment, with demonstrated progression into L2/L3 troubleshooting
- Strong practical experience administering Microsoft 365, including Exchange Online, SharePoint, Teams, and licensing
- Strong knowledge of Microsoft Entra ID (Azure AD), including user and device management, Conditional Access, MFA, and hybrid identity
- Solid networking fundamentals covering TCP/IP, VLANs, routing and switching, firewalls, VPNs, DNS, and DHCP
- Ability to independently investigate and resolve complex connectivity and infrastructure issues
- Strong written and verbal English communication skills with the ability to communicate effectively with colleagues and clients
- Self-directed, dependable, and comfortable working remotely with minimal supervision
- Comfortable operating within a small team and contributing across multiple levels of technical support
- Sound judgement when determining whether an issue should be resolved directly or escalated
Nice to have
- Practical experience with the Kaseya/Datto ecosystem, including Datto RMM, Autotask/BMS, and Datto BCDR, is highly desirable
- Working knowledge of Veeam Backup & Replication, including job configuration, troubleshooting, and restoration procedures, would be advantageous
- Microsoft 365 Modern Desktop Administrator or Endpoint Administrator certification
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Kaseya or Datto product certifications
- CompTIA Network+, Cisco CCNA, or comparable networking certification
- Previous experience supporting Australian clients within an MSP or offshore support environment
- Familiarity with ITIL-aligned service desk processes
- Experience with ticketing platforms such as Autotask, ConnectWise, or similar
- Basic PowerShell scripting skills for automating routine administration tasks
Technologies
- Authentication
- Azure
- CCNA
- Cisco
- DHCP
- DNS
- Microsoft Entra ID
- Firewall
- ITIL
- Microsoft 365
- PowerShell
- SharePoint
- SSO
- TCP/IP
- VLAN
- VPN
Highlights
Compensation is paid in Australian Dollars. Benefits include medical insurance from day one (covering spouse or parents if unmarried), OPD coverage, home office setup and internet allowances, gym and wellness allowance, regular team events, mental health support, reimbursement for industry certifications, flexible work arrangements (home or office), and rewards and recognition programs. The company uses AI tools to assist in the hiring process, but final decisions are made by humans.
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