L3 IT Support Engineer (MSP)

About Sharesource:

We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.

https://www.sharesource.com.au/

What are we looking for?
IT Support Engineer will be responsible for supporting all aspects of the IT systems and services, ensuring the security and integrity of computer operations and systems development. This role requires exceptional organisational skills and the ability to work effectively with diverse teams across various locations and time zones.

What are you expected to do?

Cloud Infrastructure Support

• Maintain high standards of system and data security to ensure the integrity of the TechConnect network.

• Manage Intune device management, including:

  • Configuration profiles
  • Compliance profiles
  • Endpoint Security Baselines & Hardening
  • Application deployments and patching
  • Exposure management
  • Oversee cloud security management across AWS and Azure environments via Defender for Cloud and AWS Security Hub.
  • Monitor the performance of TechConnect systems, escalating and resolving issues appropriately.
  • Patch Landing Zone Accelerator deployments.
  • Manage and support all TechConnect third-party services such as VoIP, Monday.com, Connectwise, and Partner Portals.

Integration and Automation

• Manage and support Monday.com and Connectwise.
• Develop skills in Power Automate, Power Apps, and AI/ML tools to support CI/CD processes.
• Oversee the integration between applications to ensure workflow continuity.
• Automate system updates and patching processes.

Microsoft 365 Support

• Provide support for Microsoft services, including Exchange Online, SharePoint, MS Teams, and OneDrive.
• Manage CSP & SPLA Service Management, including Microsoft 365 License management and Azure subscription management.
• Respond to phone, email, and ticket inquiries professionally and promptly.
• Assist clients or staff through various support channels (face-to-face, email, telephone) to set up systems or resolve issues.
• Troubleshoot technical issues to resolution or escalate to supplier or partner organisations as required.
• Serve as the first point of contact or an escalation point from Level 1 for all support tickets.
• Escalate complex issues to Level 3 as necessary.
• Log all incidents and service requests in the designated Helpdesk system.
• Manage Helpdesk tickets, planning and prioritising to minimise backlog and ensure operational efficiency.

Transition Management

• Manage all Managed Service Transitions.
• Provide technical assistance to project teams and undertake technical project roles as required, supporting the roll-out of new applications and solutions.

Reporting

• Develop and manage reports using PowerBI and Bright Gauge.

Soft Skills

• Build and contribute to service documentation and knowledge base.
• Promote a culture of service excellence and continual improvement within the IT team.
• Maintain and develop excellent working relationships with key suppliers, ensuring professional and appropriate interactions.

You’ll be a great fit if:

• You have a minimum of 5 years of experience and have relevant IT/industry experience and/or qualifications, particularly in Microsoft O365, Azure, and AWS.
• You are knowledgeable and have an understanding of IT Management principles.
• You are a tech enthusiast and demonstrate a strong interest in technology.
• You are a problem solver and possess strong problem-solving skills, with the ability to investigate issues and identify and prioritise appropriate solutions.
• You are a team player and have confidence in dealing with people and possess well-developed written and verbal communication skills.
• You have professional conduct and maintain high standards of professional behaviour when dealing with suppliers, staff, and clients.
• You are an effective communicator and exhibit excellent listening skills and communicate effectively with staff and suppliers.
• You are adaptable to changing processes with a focus on continuous improvement.
• You are detail-oriented and maintain accurate records.
• You are supportive and willing to assist other employees with the use of various technologies.
• You are a relationship builder and have the ability to build professional relationships with key stakeholders and staff.
• You are flexible and willing to work outside standard hours when required.

Here are the benefits of joining our team:

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility and a flexible hybrid model
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments

What you gain beyond the role:

• Remote + Hybrid Flexibility: Enjoy the best of both worlds—collaborative office days when it counts, balanced with the freedom to work from home.
• Achieve Work-Life Balance and Flexibility: Work in an environment where you're trusted and empowered to work independently, while still having the support you need to deliver your best. Here, flexibility isn't just a perk—its how we help you perform at your best, without sacrificing life outside of work.
• Open Culture: Your voice matters, we encourage proactive communication and fresh ideas.
• Supportive Team: From your very first day to every career milestone, we've got your back—with long-term growth and projects you can truly thrive in.
• Learn and Grow: Training, coaching, and international opportunities to level up your skills and career
• Be part of a B-Corp company that puts people and planet first while creating meaningful impact.

Please note: This role is remote; however, we require candidates to be based locally in the Philippines. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Philippines labor laws and employment regulations.

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We priorities fun and passion, fostering higher engagement and a positive can-do attitude.

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What to Expect in the Process

• You'll go through 2-3 interviews plus a possible assessment with our client partner. This includes an initial chat, a culture-fit interview, and 1–2 conversations with our awesome client. The whole process usually takes 2-3 weeks, but we'll let you know if things need to move quicker.
• Our best advice? Be yourself and enjoy the conversations. Well keep you updated every step of the way, and you're always welcome to reach out for updates anytime.
• If all goes well, well complete reference checks and requirements quickly—so we can get that job offer to you without delay.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.