L2/L3 Helpdesk Support Engineer

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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Work arrangement
Yes