L2/L3 Helpdesk Support Engineer | AU | WFH

Staff Domain Inc; Metro Manila; Remote; PHP 502,000 - 837,000; Full time

Benefits offered by this job

HMO

Dental

Life Insurance

Birthday Leave

Vacation Leave

Medical Leave

Maternity Leave

Year-End Party

Family Day

Team Building

Job summary

Staff Domain Inc is seeking an experienced L2/L3 Helpdesk Support Engineer to join its managed services team. You will handle escalations across Microsoft 365, Azure AD/Entra ID, networking, and backup/DR, coordinating with the onshore Australian team via Teams throughout the day.

This client-facing MSP role sits in a small team where hands-on work is expected, including potential L1 ticket handling. Strong communication and methodical troubleshooting are essential for success in this

Qualifications

• 2–3 years in MSP or multi-client IT support with progression into L2/L3
• Strong Microsoft 365 administration and Azure AD/Entra ID
• Solid networking fundamentals including VPN, DNS/DHCP, firewalls
• Experience with Kaseya/Datto product suite (RMM, Autotask/BMS, Datto BCDR)
• Nice to have VEEAM backup knowledge and scripting basics in PowerShell

Responsibilities

• Handle L2/L3 escalations from the service desk queue and own tickets through to resolution
• Diagnose and resolve issues in Microsoft 365 and Azure AD/Entra ID including licensing and MFA
• Troubleshoot client networking environments and coordinate with network specialists when needed
• Manage and support the Kaseya/Datto stack for monitoring, patching, and backup verification
• Collaborate with the L1 team to triage, escalate appropriately, and assist with after-hours coverage
• Document resolutions and runbooks in the knowledge base
• Mentor L1 staff and participate in scheduled maintenance windows

Skills

Microsoft 365 Admin

Azure AD/Entra ID

Networking fundamentals

Kaseya/Datto RMM

Datto Autotask/BMS

English communication

Remote work experience

Tools

Kaseya/Datto tooling

VEEAM backup

Job description

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 elevate 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

• 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 accelerate 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.

What You Bring

• 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 accelerate, 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.

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!