L2/L3 Helpdesk Support Engineer

About the role

We are looking for an experienced L2/L3 Helpdesk Support Engineer to join a managed services team that serves multiple client environments. The role is hands‑on, focusing on escalated Microsoft 365, Entra ID, networking, backup and business continuity issues while also supporting first‑line tickets when needed.

Key responsibilities

• Own and resolve L2/L3 escalations across diverse client environments, managing tickets from intake to closure.
• Diagnose and fix Microsoft 365 problems including Exchange Online, SharePoint, Teams, and licensing.
• Administer and troubleshoot Entra ID (Azure AD) – users, groups, Conditional Access, MFA, SSO and hybrid identity.
• Resolve network issues covering firewalls, switches, VPNs, wireless, DNS, DHCP and routing.
• Manage the Kaseya/Datto stack for monitoring, patching, remote support and backup verification.
• Assist L1 engineers, mentor junior staff and contribute to documentation, runbooks and knowledge articles.

Required profile

• 2–3 years of experience in an MSP or multi‑client IT support environment with proven L2/L3 troubleshooting progression.
• Strong hands‑on experience administering Microsoft 365 services and Azure AD (Entra ID).
• Solid networking fundamentals (TCP/IP, VLANs, routing, switching, firewalls, VPN, DNS, DHCP).
• Familiarity with Kaseya/Datto tools (Datto RMM, Autotask/BMS, Datto BCDR) and Veeam Backup & Replication.
• Excellent written and verbal English communication skills and ability to work independently remote.
• Self‑directed, dependable and comfortable collaborating within a small, cross‑functional team.

Required skills

• Microsoft 365 administration (Exchange Online, SharePoint, Teams, licensing)
• Microsoft Entra ID (Azure AD) management, Conditional Access, MFA, hybrid identity
• Networking: TCP/IP, VLANs, routing, switching, firewalls, VPN, DNS, DHCP
• Kaseya/Datto ecosystem – Datto RMM, Autotask/BMS, Datto BCDR
• Veeam Backup & Replication configuration and troubleshooting
• PowerShell scripting for routine automation
• Ticketing platforms such as Autotask or ConnectWise

What we offer

• Salary paid in Australian Dollars
• Medical insurance from day one for you and spouse (or parents if unmarried)
• Generous OPD coverage for all medical needs
• Home‑office setup allowance and internet allowance
• Gym & wellness allowance
• Regular team events, Christmas and year‑end parties
• Mental health & counseling support (Diji Assist)
• Reimbursement for industry certifications