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L2/L3 Helpdesk Support Engineer
Dijital Team. Own and resolve L2/L3 escalations across multiple client environments through successful ticket resolution .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft 365 administration, including Exchange Online, SharePoint, and Teams, alongside strong networking fundamentals and experience with Kaseya/Datto technologies. Capable of resolving complex technical issues while providing mentorship and support within a multi-client IT environment.
Highest-signal resume keywords
Microsoft 365 AdministrationMicrosoft Entra ID ManagementNetworking FundamentalsKaseya/Datto Ecosystem ExperienceTechnical Mentorship
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft 365Exchange OnlineSharePointTeamsEntra IDTCP/IPVLANsFirewallsVPNsPowerShell Scripting
Soft Skills
Strong Communication SkillsSelf-DirectedDependableTeam CollaborationSound Judgement
Tools & Technologies
KaseyaDatto RMMAutotaskConnectWiseVeeam Backup & Replication
Certifications & Qualifications
Microsoft 365 Modern Desktop AdministratorAzure Administrator Associate (AZ-104)CompTIA Network+Cisco CCNA
Industry Keywords
MSPMulti-Client IT SupportITILService Desk ProcessesTicketing Platforms
Tech Stack
Tools & technologiesAzureDNSFirewallsSwitchingTCP/IP
About the role
Key responsibilities & impact- Own and resolve L2/L3 escalations across multiple client environments through successful ticket resolution
- Diagnose and resolve Microsoft 365 issues involving 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 networks, 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 and collaborate with first-line engineers
- Support ticket triage and appropriate escalation of complex incidents
- Coordinate escalations, handovers, and technical support requirements with the service delivery team
- Collaborate with service desk leadership on prioritisation and technical coordination
- Produce documentation covering resolutions, runbooks, knowledge articles, and client-specific configurations
- Contribute to root cause analysis and proactive solutions for recurring incidents
- Mentor L1 helpdesk engineers and provide technical guidance
- Contribute to maintenance activities and project-related technical work
Requirements
What you’ll need- 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
- Self-directed and dependable; 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 certifications include Microsoft 365 Modern Desktop Administrator or Endpoint Administrator, 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
Benefits
Comp & perks- 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
- Internet allowance
- Gym & wellness allowance
- Regular team events & engagement activities
- Diji Assist mental health and counseling support
- Reimbursement for industry certifications
- Open-door culture
- Flexible work – home or office
- Rewards & recognition
- Christmas and financial year-end parties