L2/L3 Helpdesk Support Engineer
Posted 13 days ago
You'll complete your application on Staff Domain's career site.
About the Role
We are searching for a committed L2/L3 Helpdesk Support Engineer for a remote position. You will work in a fast-paced setting, providing critical support to customers within sectors such as marketing, healthcare, and logistics. You will play a vital role in maintaining the IT systems of global clients, working alongside team members in Australia and other regions. This role prioritizes a supportive culture dedicated to career advancement, allowing you to handle advanced technical issues while contributing to the efficacy of our service desk operations. You will serve as a primary technical expert, applying advanced problem-solving skills and providing adaptable support to the wider team.
Requirements
- You need a minimum of 2 to 3 years of experience in an IT environment serving multiple clients or an MSP, specifically performing L2/L3 support.
- You must demonstrate expertise in Microsoft 365 (including Teams, SharePoint, and Exchange Online) and show extensive knowledge of Entra ID and Azure AD for identity management.
- You are required to have a strong grasp of networking basics, including DNS/DHCP, firewall setup, TCP/IP, routing, switching, and VLANs.
- You must be capable of working remotely without constant supervision and communicating effectively via Microsoft Teams.
- While not mandatory, holding certifications like CompTIA Network+, Azure Administrator Associate, or Modern Desktop Administrator is beneficial.
- You will have a stronger application if you are skilled in ITIL-based service desk workflows, PowerShell scripting, and the Kaseya or Datto platforms.
Responsibilities
- You will address high-level L2/L3 escalations to provide premium support across diverse client platforms.
- Your routine work involves administering Microsoft 365 and Azure identity services, diagnosing network issues, and managing firewall and VPN systems.
- You will utilize the Kaseya/Datto suite to manage patching, system monitoring, and backup validation.
- You will maintain regular coordination with the onshore Australian team and help the Service Desk Manager organize ticket priorities.
- You will provide mentorship to L1 personnel to improve the team's overall technical proficiency.
- You will keep the knowledge base up to date, perform root cause analysis for persistent technical problems, and handle after-hours tasks or maintenance when necessary.
Benefits & Perks
- You will receive life, dental, and HMO insurance coverage from day one, with the potential to add dependents to your plan.
- You will have access to a robust leave package including medical, vacation, maternity, and birthday leave, with the ability to cash out as many as six unused vacation days each year.
- You will be part of an engaging corporate environment featuring team-building activities, family days, and year-end celebrations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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