L2/L3 Helpdesk Support Engineer

Job description

## About the Role We are seeking an experienced **L2/L3 Helpdesk Support Engineer** to join a managed services team supporting multiple client environments. This is a hands-on technical role focused on resolving escalated service desk issues across Microsoft 365, Entra ID, networking, backup, and business continuity technologies L2/ L3 Helpdesk Support Engineer. You will take ownership of complex incidents through to resolution while collaborating closely with the broader service desk team. As part of a small, collaborative environment, you will also assist with first-line support when required, provide technical guidance to junior team members, and contribute to proactive improvements that reduce recurring incidents. ## About the Client You will be working with an established Australian technology services provider delivering managed IT support and infrastructure solutions across a diverse client base. The organisation operates with a collaborative, hands-on service model where technical specialists work closely across support levels to deliver responsive and reliable client outcomes. ## Ideal Profile - 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. - 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. - 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. **Preferred / Nice-to-Have** - 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. ## Responsibilities - Own and resolve L2/L3 escalations across multiple client environments, managing tickets through to successful resolution. - Diagnose and resolve Microsoft 365 issues spanning Exchange Online, SharePoint, Teams, licensing, and related services. - Administer and troubleshoot Entra ID environments, including users, groups, Conditional Access, MFA, SSO, authentication, and hybrid identity synchronisation. - Troubleshoot client network environments, including firewalls, switches, VPNs, wireless connectivity, DNS, DHCP, and general network issues. - Manage and support the Kaseya/Datto technology stack for monitoring, patching, remote support, backup verification, and business continuity. - Assist with L1 support tickets when required and work collaboratively with first-line engineers to achieve timely resolutions. - Support effective ticket triage and ensure complex incidents are escalated appropriately. - Maintain active communication with the wider service delivery team, coordinating escalations, handovers, and technical support requirements. - Collaborate with service desk leadership on prioritisation, complex incidents, escalations, and day-to-day technical coordination. - Produce clear and consistent documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations. - Contribute to root cause analysis for recurring incidents and recommend proactive solutions that reduce repeat support requests. - Mentor L1 helpdesk engineers and provide technical guidance where required. - Contribute to maintenance activities and project-related technical work as required. ## How we take care of our team 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones