L2/L3 Support Engineer

Millenium Support Computer Solutions Pty Ltd; Metro Manila; Remote; PHP 756,000 - 906,000; Part time

Benefits offered by this job

Fully remote

Independent contractor engagement

AU hours aligned

Job summary

Millenium Support Computer Solutions Pty Ltd seeks a Level 2/3 MSP Engineer in the Philippines to own tickets from start to finish for Australian clients. It is a fully remote Independent Contractor role, aligned with Australian business hours.

You will manage a multi-client queue, troubleshoot to root cause, document fixes, and provide phone and email support. MSP experience, strong English, and familiarity with Microsoft 365, Google Workspace and security tools are required.

Qualifications

• At least 2 years of Level 2/3 MSP experience across multiple client businesses.
• Hands-on experience with Autotask or similar PSA/ticketing systems.
• Clear, fluent English with strong written and spoken communication.
• Available to work Australian business hours and comfortable working as an independent contractor.

Responsibilities

• Manage multi-client ticket queue end-to-end in Autotask PSA, triage, prioritize against SLAs, resolve and close tickets.
• Troubleshoot to root cause and own issues before escalation.
• Provide phone and email support to Australian clients, explained in plain language.
• Administer Microsoft 365, Exchange Online, SharePoint and OneDrive.
• Support Windows Server and Active Directory, networks (DHCP/DNS/LAN/WAN).
• Set up and troubleshoot Fortinet FortiGate firewalls and Google Workspace.
• Monitor and patch with RMM tools; verify backups and restorations.
• Respond to security alerts and incidents; support business applications like MYOB/QuickBooks.

Skills

MSP L2/3 exp

PSA ticketing

English fluency

Independent contractor

Tools

Autotask PSA

Datto RMM

Kaseya RMM

Microsoft 365

Exchange Online

SharePoint

OneDrive

Windows Server

Active Directory

Google Workspace

Fortinet FortiGate

MYOB

QuickBooks Online

Job description

Level 2/3 MSP Engineer (Remote, Philippines – Independent Contractor)

Are you an MSP engineer who would rather fix the problem than pass the ticket on? MSCS, a small Australian managed IT provider, is looking for an experienced Level 2/3 engineer in the Philippines to own tickets from start to finish for our Australian business clients. It's fully remote, during Australian business hours, at AUD $1,700 per month.

About us

Millenium Support Computer Solutions (MSCS) is a small managed IT services provider based in Brunswick, Victoria. We look after the IT, cloud and security for Australian businesses.

The role

This is a Level 2 role with Level 3 ownership. It isn't about passing tickets along. You'll work a queue covering many small and medium Australian business clients, find the root cause of each problem and see it through to resolution before you think about escalating. Much of the work is on the phone with end users and business owners, so being able to explain technical issues clearly and calmly matters as much as your technical skill. You'll need to have worked at an MSP already and be able to work with minimal supervision, because we won't be teaching MSP basics.

What you'll do

• Work our multi-client ticket queue in Autotask PSA: triage tickets, prioritise them against SLAs, resolve them and close them
• Troubleshoot in a structured way to find the root cause, owning tickets end to end and resolving them before escalating
• Give phone and email support to Australian clients, explaining technical issues in plain language to non-technical users
• Administer Microsoft 365: the admin portal, Exchange Online, SharePoint and OneDrive
• Support Windows Server and Active Directory
• Support networks, including DHCP, DNS, LAN, WLAN and WAN
• Set up and troubleshoot Fortinet (FortiGate) firewalls
• Administer Google Workspace
• Monitor and patch with RMM (Datto RMM / Kaseya)
• Check backups and verify restores (Datto / StorageCraft)
• Respond to endpoint security alerts and incidents (Bitdefender XDR)Support business applications including MYOB, QuickBooks Online, Adobe Creative Cloud and Dropbox
• Document fixes and add to our knowledge base

What you'll need

• At least 2 years' Level 2/3 experience at a managed service provider (MSP), supporting multiple client businesses. In-house IT or single-account help desk roles on their own don't count.
• Hands-on experience working tickets in a PSA or ticketing system. Autotask is preferred, but ConnectWise, HaloPSA, Syncro, ServiceNow or similar is fine.
• Clear, fluent spoken English and a confident phone manner, plus clear written English for ticket notes and client updates
• Available to work Australian business hours (about 9am–5pm AEST, Monday to Friday)
• Comfortable working as an independent contractor, including telling us about any other work you take on

Nice to have

• Autotask PSA and Datto RMM specifically
• Fortinet (FortiGate) experience
• MYOB and/or QuickBooks Online support experience
• Relevant certifications, such as Microsoft 365 / Azure, CCNA or Fortinet NSE (preferred, not required)

Tools you'll use

• Autotask PSA
• Datto RMM / Kaseya RMM
• Microsoft 365 and Exchange Online (plus SharePoint and OneDrive)
• Windows Server and Active Directory
• Google Workspace
• Fortinet (FortiGate)
• Datto / StorageCraft backup
• Bitdefender XDR
• MYOB, QuickBooks Online, Adobe Creative Cloud, Dropbox

Working arrangement

• Independent contractor engagement
• 100% remote, based in the Philippines
• Australian business hours: about 9am–5pm AEST, Monday to Friday
• AUD $1,700 per month

Your first 90 days

• You're handling most day-to-day L2/L3 tickets on your own across our clients
• You're making sound calls on SLAs and priorities across a multi-client queue
• Your ticket notes are clear and you're adding useful knowledge base articles
• Clients trust you and are comfortable dealing with you on the phone

What we offer

• AUD $1,700 per month
• Fully remote work from the Philippines
• Real ownership: you'll take problems through to root cause instead of passing tickets on
• Variety across many Australian small and medium business clients, with a broad Microsoft, Google, networking, backup and security stack