Helpdesk Support Engineer Level 2 3 Remote PH-Based Only

Ready to take on a senior technical support role where your expertise directly impacts client success?

Join a growing Australian Managed Services Provider (MSP) and become the go-to engineer for solving complex IT challenges.

The Opportunity at a Glance

An established Australian Managed Service Provider is looking for an experienced Helpdesk Support Engineer (Level 2-3) to deliver advanced technical support, resolve escalated issues, and help maintain high-quality service delivery for businesses across various industries.

This is a senior-level remote role ideal for someone who thrives in fast-paced environments, enjoys tackling complex IT problems, and wants to play a key role within a collaborative support team.

How You’ll Make an Impact

In this role, you will serve as a senior technical escalation point and ensure clients receive exceptional service. You will diagnose complex incidents, support IT projects, and contribute to major improvements across infrastructure, security, and systems performance. Your work will directly enhance client satisfaction and operational efficiency.

You Will

• Provide advanced troubleshooting and resolve escalated technical incidents
• Act as the final escalation point for hardware, software, networking, and cloud issues
• Support server, storage, networking, Microsoft 365, and security environments
• Perform root cause analysis and recommend long-term resolutions
• Assist with infrastructure upgrades, migrations, and project delivery
• Maintain documentation, SOPs, and technical knowledge bases
• Mentor Level 1 and Level 2 support engineers
• Monitor system performance and proactively identify risks or optimization opportunities
• Communicate clearly with clients regarding ticket status, updates, and risks
• Participate in on-call or after-hours rotations as needed
  
  

• Are based in the Philippines and available for a full-time remote role
• Have 5+ years of IT support experience, including at least 2 years in a Level 2-3 or senior role within an MSP environment
• Have strong experience administering and troubleshooting:
• Microsoft 365 (Exchange, Teams, SharePoint, Security, Endpoint Manager)
• Microsoft Windows Server, AD, Group Policy
• Windows 10/11 and macOS
• Possess solid networking knowledge (TCP/IP, DNS, DHCP, VPN, VLANs, routing, switching, firewalls)
• Can troubleshoot complex issues independently under pressure
• Communicate clearly with both technical and non-technical stakeholders
• Can manage multiple priorities and meet agreed timeframes
  

• Experience in Microsoft Azure and cloud systems
• Familiarity with VMware or Hyper-V environments
• Experience with RMM tools (NinjaOne), PSA tools (HaloPSA), or documentation tools (Hudu)
• Backup, disaster recovery, and cybersecurity experience
• Professional certifications (Microsoft, Cisco, ITIL, CompTIA)
• Experience contributing to IT projects, migrations, or implementations
  
  

• HMO with 1 free dependent
• Life insurance
• Paid leave credits
• Government-mandated benefits including 13th month pay
• Work-from-home equipment provided
  
  

• Updated CV
• Short video recording (2-3 minutes) introducing yourself and demonstrating your communication clarity
• Any relevant certifications or proof of technical expertise
• Additional documents may be requested during the hiring process