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.

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.

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.