L2/L3 Helpdesk Support Engineer | AU | WFH

• Handle L2/L3 escalations from the service desk queue across multiple client environments, taking ownership of tickets through to resolution rather than passing them back up the chain.
  
• 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, and identity/authentication problems (MFA, SSO, hybrid identity sync issues).
  
• Troubleshoot and maintain client networking environments, including firewalls, switches, VPNs, DNS/DHCP, wireless, and general connectivity issues, escalating to network specialists only where genuinely necessary.
  
• 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.
  
• As part of a small, close-knit team, be willing and able to step in on L1 tickets when needed, this is a hands-on-deck role, not one that sits strictly above first-line work.
  
• Work closely with the L1 team to help resolve tickets directly where practical, and to properly triage and escalate tickets up to L2/L3 when they genuinely need that level of expertise, rather than simply pushing volume upstream.
  
• Maintain regular, active communication with the onshore Australian team via Microsoft Teams chat throughout the day, flagging escalations, coordinating handovers, and picking up work the onshore team needs support with.
  
• 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.
  

Requirements

• 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, comfortable diagnosing connectivity issues independently.
  
• Practical experience with the Kaseya/Datto product suite (Datto RMM, Autotask/BMS, Datto BCDR) is strongly preferred.
  
• Not necessary but nice to have - Working knowledge of VEEAM backup and replication, including job configuration, troubleshooting, and restore procedures.
  
• 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, while still being a responsive, reliable team member during the shift.
  
• Comfortable operating in a small-team environment where everyone wears multiple hats — willingness to pick up L1 tickets when the queue demands it, and good judgement on when to resolve directly versus when to escalate, is essential.
  

Originally posted on Himalayas