L2/L3 Helpdesk Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Staff Domain

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📦 Logistics

🏥 Healthcare

📣 Marketing

Logistics • Healthcare • Marketing

Staff Domain is a company dedicated to helping individuals build fulfilling careers by providing a dynamic and supportive work environment. With offices in various locations including Australia, the United States, the Philippines, and South Africa, Staff Domain focuses on connecting job seekers with opportunities that align with their personal and professional goals.

📋 Description

• Handle L2/L3 escalations from the service desk queue across multiple client environments through resolution • Diagnose and resolve Microsoft 365 and Azure AD/Entra ID issues, including user and group management, conditional access, licensing, Exchange Online, SharePoint/Teams administration, and identity/authentication problems • Troubleshoot and maintain client networking environments, including firewalls, switches, VPNs, DNS/DHCP, wireless, and connectivity • Manage and support the Kaseya/Datto stack for monitoring, patching, remote support, and backup verification • Step in on L1 tickets when needed and work with the L1 team to resolve or escalate issues appropriately • Communicate with the onshore Australian team via Microsoft Teams chat, coordinating escalations, handovers, and support requests • Work with the Service Desk Manager on prioritisation, escalation handling, complex-ticket resourcing, and day-to-day coordination • Document resolutions, runbooks, and client-specific configurations in the ticketing/knowledge base system • Contribute to root cause analysis and suggest proactive fixes for recurring incidents • Mentor and provide technical guidance to L1 helpdesk staff • Participate in scheduled maintenance windows and occasional after-hours work

🎯 Requirements

• 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, including Exchange Online, SharePoint, Teams, and licensing • Strong knowledge of Azure AD/Entra ID, including user/device management, conditional access, MFA, and hybrid identity • Solid networking fundamentals, including TCP/IP, VLANs, routing/switching, firewall configuration, VPN troubleshooting, and DNS/DHCP • Practical experience with the Kaseya/Datto product suite is strongly preferred • Working knowledge of VEEAM backup and replication is nice to have • Good English communication skills • Self-directed and comfortable working remotely with minimal supervision • Willingness to pick up L1 tickets when needed and use good judgment on resolution versus escalation • Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator is preferred • Microsoft Certified: Azure Administrator Associate (AZ-104) is preferred • Kaseya or Datto product certifications are preferred • Networking certifications such as CompTIA Network+ or Cisco CCNA are preferred • Prior experience in an Australian-facing MSP or offshore support role is preferred • Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask, ConnectWise, or similar is preferred • Basic scripting experience with PowerShell is preferred • Reliable overlapping availability with Australian business hours • Active presence on Microsoft Teams chat throughout the shift and clear communication during working hours

🏖️ Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one • Option to enroll additional dependents • Paid Birthday, Vacation, Medical, and Maternity Leaves • Up to 6 Vacation Leaves are convertible to cash on your anniversary • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!