Level 3 Service Help Desk - MSP | AU | Onsite

Set-up and Location: Work From Home | Ortigas
Work Schedule: 8:30 AM - 5:30 PM AEST | 6:30 AM - 3:30 PM Manila
Employment Type: Full Time

Ready to do work that actually excites you?

We're looking for an experienced IT Helpdesk Technician to join its Managed Services Team. This is an exciting opportunity to work remotely while supporting a growing client base in a fast-paced MSP environment.

You will establish yourself as a valued member of the team, providing advanced technical support and resolving complex issues escalated from the Service Desk. This role is ideal for someone who enjoys troubleshooting, delivering excellent customer service, and working with a broad range of technologies.

What You'll Do
Advanced Technical Support

• Provide Level 3 support for escalated technical issues from the Service Desk team.
  
• Diagnose and resolve complex end-user computing, infrastructure, and networking issues.
  
• Deliver exceptional customer service while maintaining high first-call resolution standards.
  
• Proactively identify and address potential technical issues before they impact clients.
  
• Microsoft & Cloud Administration
  
• Administer and support Microsoft 365 environments.
  
• Manage Microsoft Intune and endpoint configurations.
  
• Support Microsoft Defender security solutions.
  
• Administer and troubleshoot Azure and/or AWS cloud environments.
  
• Infrastructure & Systems Management
  
• Support and maintain Windows Server environments (2012–2022).
  
• Manage Active Directory, Azure AD Connect, Remote Access Services, and Group Policy.
  
• Support Linux-based systems and environments.
  
• Manage and troubleshoot network infrastructure including routing, NAT, and VLANs.
  
• Assist with virtualization, storage, high availability, network management, and system configuration.
  
• MSP Tooling & Business Continuity
  
• Utilize RMM, PSA, security, documentation, and monitoring tools.
  
• Support backup, disaster recovery, and business continuity solutions.
  
• Administer and troubleshoot 3CX phone systems.
  
• Assist with scripting, automation, and system improvements using PowerShell.
  

Requirements

What You Bring
We’re looking for someone who:

• Minimum 5 years of experience working in an outsourced IT provider or MSP environment.
  
• At least 5 years of experience providing end-user desktop support in an IT Helpdesk capacity.
  
• Strong troubleshooting and problem-solving skills.
  
• Excellent customer service and communication skills.
  
• Experience working with MSP tools including RMM, antivirus, SOC, and documentation platforms.
  
• Practical experience supporting Microsoft 365 environments.
  
• Experience supporting Windows Server environments and associated Microsoft technologies.
  
• Hands-on experience managing Linux systems.
  
• Strong networking knowledge including routing, NAT, and VLANs.
  
• Experience with backup, disaster recovery, and business continuity solutions.
  
• Ability to write, modify, test, and deploy PowerShell scripts.
  
• Preferred Skills & Certifications
  
• MSP Level 3/4 Service Desk support experience.
  
• Microsoft 365 Administration Certification.
  
• Microsoft Intune Certification.
  
• Microsoft Defender experience.
  
• Azure or AWS Certification.
  
• 3CX Administrator certification and provisioning experience.
  
• Networking certifications such as Ubiquiti, Omada, Cisco, or Fortinet.
  
• Experience with virtualization and high-availability environments.
  
• DevOps or Microsoft DevOps experience.
  
• Personal Attributes
  

We are looking for people who:

• Are humbly ambitious with strong interpersonal skills.
  
• Thrive in a collaborative team environment.
  
• Build positive working relationships with colleagues and stakeholders.
  
• Remain calm and effective when handling high-pressure situations.
  
• Possess excellent verbal and written communication skills.
  
• Are highly coachable and open to learning.
  
• Can work autonomously and manage expectations effectively.
  
• Contribute positively to project and team delivery outcomes.
  

Benefits

Why You'll Love Working Here

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

Let's Talk

If you're thinking “this sounds like me” — it probably is. Click apply. We can’t wait to meet you.