Level 3 Service Help Desk - MSP | AU | Onsite

• Provide Level 3 support for escalated technical issues from the Service Desk team.
  
• Diagnose and resolve complex end-user computing, infrastructure, and networking issues.
  
• Deliver exceptional customer service while maintaining high first-call resolution standards.
  
• Proactively identify and address potential technical issues before they impact clients.
  
• Microsoft & Cloud Administration
  
• Administer and support Microsoft 365 environments.
  
• Manage Microsoft Intune and endpoint configurations.
  
• Support Microsoft Defender security solutions.
  
• Administer and troubleshoot Azure and/or AWS cloud environments.
  
• Infrastructure & Systems Management
  
• Support and maintain Windows Server environments (2012–2022).
  
• Manage Active Directory, Azure AD Connect, Remote Access Services, and Group Policy.
  
• Support Linux-based systems and environments.
  
• Manage and troubleshoot network infrastructure including routing, NAT, and VLANs.
  
• Assist with virtualization, storage, high availability, network management, and system configuration.
  
• MSP Tooling & Business Continuity
  
• Utilize RMM, PSA, security, documentation, and monitoring tools.
  
• Support backup, disaster recovery, and business continuity solutions.
  
• Administer and troubleshoot 3CX phone systems.
  
• Assist with scripting, automation, and system improvements using PowerShell.
  

Requirements

• Minimum 5 years of experience working in an outsourced IT provider or MSP environment.
  
• At least 5 years of experience providing end-user desktop support in an IT Helpdesk capacity.
  
• Strong troubleshooting and problem-solving skills.
  
• Excellent customer service and communication skills.
  
• Experience working with MSP tools including RMM, antivirus, SOC, and documentation platforms.
  
• Practical experience supporting Microsoft 365 environments.
  
• Experience supporting Windows Server environments and associated Microsoft technologies.
  
• Hands-on experience managing Linux systems.
  
• Strong networking knowledge including routing, NAT, and VLANs.
  
• Experience with backup, disaster recovery, and business continuity solutions.
  
• Ability to write, modify, test, and deploy PowerShell scripts.
  
• Preferred Skills & Certifications
  
• MSP Level 3/4 Service Desk support experience.
  
• Microsoft 365 Administration Certification.
  
• Microsoft Intune Certification.
  
• Microsoft Defender experience.
  
• Azure or AWS Certification.
  
• 3CX Administrator certification and provisioning experience.
  
• Networking certifications such as Ubiquiti, Omada, Cisco, or Fortinet.
  
• Experience with virtualization and high-availability environments.
  
• DevOps or Microsoft DevOps experience.
  
• Personal Attributes
  

• Are humbly ambitious with strong interpersonal skills.
  
• Thrive in a collaborative team environment.
  
• Build positive working relationships with colleagues and stakeholders.
  
• Remain calm and effective when handling high-pressure situations.
  
• Possess excellent verbal and written communication skills.
  
• Are highly coachable and open to learning.
  
• Can work autonomously and manage expectations effectively.
  
• Contribute positively to project and team delivery outcomes.
  

Benefits

• 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!