L2/L3 Helpdesk Support Engineer

• 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

Originally posted on Himalayas

• Helpdesk Engineer
• IT Support Engineer
• Technical Support Engineer
• L2 Support Engineer

Source: Himalayas