L2/L3 Helpdesk Support Engineer | AU | WFH
Posted Updated
Summary
Work-from-home L2/L3 helpdesk engineer in the Philippines supporting an Australian managed services client: resolving escalated tickets across Microsoft 365, Azure AD/Entra ID, networking, and Kaseya/Datto backup/DR, assisting L1 staff, and coordinating with the onshore team via Teams during AEST-aligned hours (7 AM–4 PM PHT).
Setup and Location: WFH
Work Schedule: 7:00 AM - 4:00 PM PHT (09:00 AM to 06:00 PM AEST QLD)
Employment Type: Full-time
Ready to do work that actually excites you?
Our client is looking for an experienced L2/L3 Helpdesk Support Engineer to join their managed services team. This role sits at the technical core of our service desk, resolving escalated tickets that go beyond first-line triage and providing hands-on support across Microsoft 365, Azure AD (Entra ID), networking, and backup/DR infrastructure
for our client base. You'll work closely with our onshore Australian team via Teams chat throughout the day, stepping in to support them on complex issues, project work, and after-hours coverage as needed.
They're a small team, and everyone wears multiple hats, this role will may involve picking up L1 tickets directly and working together with the L1 team to resolve issues or properly escalate them, rather than sitting strictly above first-line work. This is a client-facing MSP role, so strong communication skills and a calm, methodical troubleshooting approach are just as important as technical depth.
What You'll Do
You'll be the kind of person who:
- Handle L2/L3 escalations from the service desk queue across multiple client environments, taking ownership of tickets through to resolution rather than passing them back up the chain.
- Diagnose and resolve issues across Microsoft 365 and Azure AD/Entra ID, including user and group management, conditional access, licensing, Exchange Online, SharePoint/Teams administration, and identity/authentication problems (MFA, SSO, hybrid identity sync issues).
- Troubleshoot and maintain client networking environments, including firewalls, switches, VPNs, DNS/DHCP, wireless, and general connectivity issues, escalating to network specialists only where genuinely necessary.
- Manage and support the Kaseya/Datto stack (RMM, BMS/Autotask, Datto backup and business continuity products) for monitoring, patching, remote support, and backup verification across the client base.
- As part of a small, close-knit team, be willing and able to step in on L1 tickets when needed, this is a hands-on-deck role, not one that sits strictly above first-line work.
- Work closely with the L1 team to help resolve tickets directly where practical, and to properly triage and escalate tickets up to L2/L3 when they genuinely need that level of expertise, rather than simply pushing volume upstream.
- Maintain regular, active communication with the onshore Australian team via Microsoft Teams chat throughout the day, flagging escalations, coordinating handovers, and picking up work the onshore team needs support with.
- Work closely with the Service Desk Manager on prioritisation, escalation handling, resourcing of complex tickets, and day-to-day team coordination.
- Document resolutions, runbooks, and client-specific configurations clearly and consistently in the ticketing/knowledge base system.
- Contribute to root cause analysis on recurring incidents and suggest proactive fixes to reduce repeat tickets.
- Mentor and provide technical guidance to L1 helpdesk staff where required.
- Participate in scheduled maintenance windows and occasional after-hours work to support the onshore team outside standard hours.
Requirements
What You Bring
We're looking for someone who:
- 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 (Exchange Online, SharePoint, Teams, licensing) and Azure AD/Entra ID (user/device management, conditional access, MFA, hybrid identity).
- Solid networking fundamentals, including TCP/IP, VLANs, routing/switching, firewall configuration, VPN troubleshooting, and DNS/DHCP, comfortable diagnosing connectivity issues independently.
- Practical experience with the Kaseya/Datto product suite (Datto RMM, Autotask/BMS, Datto BCDR) is strongly preferred.
- Not necessary but nice to have - Working knowledge of VEEAM backup and replication, including job configuration, troubleshooting, and restore procedures.
- Good English communication skills, given the constant coordination with the onshore team over Teams chat and the client-facing nature of the role.
- Self-directed and comfortable working remotely with minimal supervision, while still being a responsive, reliable team member during the shift.
- Comfortable operating in a small-team environment where everyone wears multiple hats — willingness to pick up L1 tickets when the queue demands it, and good judgement on when to resolve directly versus when to escalate, is essential.
Preferred / Nice-to-Have
- Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator.
- Microsoft Certified: Azure Administrator Associate (AZ-104).
- Kaseya or Datto product certifications.
- Networking certifications such as CompTIA Network+ or Cisco CCNA.
- Prior experience in an Australian-facing MSP or offshore support role.
- Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask, ConnectWise, or similar.
- Basic scripting experience (PowerShell) for automation of routine tasks.
Working Hours and Communication Expectations
This role requires reliable, overlapping availability with Australian business hours and active presence on Microsoft Teams chat throughout the shift, not just for scheduled meetings, but for ongoing real-time coordination and escalation handling with the onshore team and the Service Desk Manager. Responsiveness and clear communication during these hours are considered core to the role, not incidental to it.
Benefits
Why You'll Love Working Here
- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
- Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
Let's Talk
If you're thinking, "this sounds like me," it probably is. Click apply. We can't wait to meet you.