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L2/L3 Helpdesk Support Engineer
Staff DomainCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong expertise in Microsoft 365 administration, Azure AD/Entra ID management, and networking fundamentals, with a focus on troubleshooting and resolving complex technical issues in a multi-client IT support environment. Capable of mentoring junior staff and effectively communicating with teams across different time zones.
Highest-signal resume keywords
Microsoft 365 AdministrationAzure AD/Entra ID ManagementNetworking FundamentalsKaseya/Datto Product SuiteMicrosoft 365 Certified: Modern Desktop Administrator
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
L2/L3 TroubleshootingUser/Group ManagementConditional AccessFirewall ConfigurationVPN TroubleshootingTCP/IPDNS/DHCPPowerShell ScriptingExchange Online AdministrationSharePoint/Teams Administration
Soft Skills
Good English CommunicationSelf-DirectedJudgment on EscalationMentoringTeam Coordination
Tools & Technologies
KaseyaDattoMicrosoft TeamsAutotaskConnectWise
Certifications & Qualifications
Microsoft Certified: Azure Administrator Associate (AZ-104)Microsoft 365 Certified: Modern Desktop AdministratorCompTIA Network+Cisco CCNA
Industry Keywords
MSPMulti-Client IT SupportITILService Desk ProcessesRemote Support