[Hiring] L2/L3 Helpdesk Support Engineer @Staff Domain Inc.

Role Description

Ready to do work that actually excites you? Our client is looking for an experienced L2/L3 Helpdesk Support Engineer to join their managed services team. This role sits at the technical core of our service desk, resolving escalated tickets that go beyond first-line triage and providing hands-on support across Microsoft 365, Azure AD (Entra ID), networking, and backup/DR infrastructure for our client base.

You'll work closely with our onshore Australian team via Teams chat throughout the day, stepping in to support them on complex issues, project work, and after-hours coverage as needed. They're a small team, and everyone wears multiple hats; this role may involve picking up L1 tickets directly and working together with the L1 team to resolve issues or properly escalate them, rather than sitting strictly above first-line work. This is a client-facing MSP role, so strong communication skills and a calm, methodical troubleshooting approach are just as important as technical depth.

What You'll Do

• Handle L2/L3 escalations from the service desk queue across multiple client environments, taking ownership of tickets through to resolution.
• Diagnose and resolve issues across Microsoft 365 and Azure AD/Entra ID, including:
  • User and group management
  • Conditional access
  • Licensing
  • Exchange Online
  • SharePoint/Teams administration
  • Identity/authentication problems (MFA, SSO, hybrid identity sync issues)
• Troubleshoot and maintain client networking environments, including:
  • Firewalls
  • Switches
  • VPNs
  • DNS/DHCP
  • Wireless
  • General connectivity issues
• Manage and support the Kaseya/Datto stack (RMM, BMS/Autotask, Datto backup and business continuity products) for monitoring, patching, remote support, and backup verification across the client base.
• Be willing and able to step in on L1 tickets when needed; this is a hands-on-deck role.
• Work closely with the L1 team to help resolve tickets directly and to properly triage and escalate tickets up to L2/L3 when genuinely needed.
• Maintain regular, active communication with the onshore Australian team via Microsoft Teams chat throughout the day.
• Work closely with the Service Desk Manager on prioritisation, escalation handling, resourcing of complex tickets, and day-to-day team coordination.
• Document resolutions, runbooks, and client-specific configurations clearly and consistently in the ticketing/knowledge base system.
• Contribute to root cause analysis on recurring incidents and suggest proactive fixes to reduce repeat tickets.
• Mentor and provide technical guidance to L1 helpdesk staff where required.
• Participate in scheduled maintenance windows and occasional after-hours work to support the onshore team outside standard hours.

Qualifications

• 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 (Exchange Online, SharePoint, Teams, licensing) and Azure AD/Entra ID (user/device management, conditional access, MFA, 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 (Datto RMM, Autotask/BMS, Datto BCDR) is strongly preferred.
• Good English communication skills, given the constant coordination with the onshore team over Teams chat and the client-facing nature of the role.
• Self-directed and comfortable working remotely with minimal supervision.
• Comfortable operating in a small-team environment where everyone wears multiple hats.

Requirements

• Not necessary but nice to have - Working knowledge of VEEAM backup and replication, including job configuration, troubleshooting, and restore procedures.
• Preferred / Nice-to-Have:
  • Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator.
  • Microsoft Certified: Azure Administrator Associate (AZ-104).
  • Kaseya or Datto product certifications.
  • Networking certifications such as CompTIA Network+ or Cisco CCNA.
  • Prior experience in an Australian-facing MSP or offshore support role.
  • Familiarity with ITIL-aligned service desk processes and ticketing platforms such as Autotask, ConnectWise, or similar.
  • Basic scripting experience (PowerShell) for automation of routine tasks.

Benefits

• 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!

Company Description

If you're thinking, "this sounds like me," it probably is. Click apply. We can't wait to meet you.