Level 3 IT Support Engineer

Level 3 IT Support Engineer

Location: Philippines – Fully Remote
Employment Type: Full-Time, Permanent
Schedule: Dayshift | Supporting Australian Clients

About the Role

We are seeking an experienced Level 3 IT Support Engineer with Australian MSP experience to join our growing technical team.

You will provide advanced technical support to Australian SMB clients, troubleshoot Microsoft 365 and identity issues, manage cloud environments, and handle escalated Level 2–3 tickets while maintaining excellent customer service and SLA performance.

Key Responsibilities

• Provide Level 3 technical support to Australian business clients
• Administer and troubleshoot Microsoft 365 and Microsoft Entra ID
• Manage Exchange Online, Teams, SharePoint, OneDrive, and Microsoft 365 licensing
• Manage users, groups, permissions, MFA, Conditional Access, and security policies
• Troubleshoot email, identity, authentication, DNS, VPN, and endpoint issues
• Support Microsoft 365 migrations, onboarding, and offboarding
• Handle escalated tickets and perform root-cause analysis
• Work with Level 1 technicians, project engineers, vendors, and Microsoft Support
• Maintain accurate technical documentation and work within agreed SLAs
• Provide technical recommendations and assist with client cloud and security improvements

Required Skills & Experience

Must Have:

• Previous experience working for an Australian Managed Service Provider (MSP) – REQUIRED
• Minimum 3 years' experience in IT technical support / systems administration
• Strong hands-on experience with Microsoft 365 and Microsoft Entra ID
• Strong experience with Exchange Online, Teams, and SharePoint
• Experience with MFA, Conditional Access, Microsoft 365 licensing, and identity management
• Experience handling Level 2–3 escalations
• Experience in mailbox migrations and sharepoint administration
• Experience supporting multiple clients/environments
• Experience with MSP ticketing/PSA systems such as ConnectWise, Autotask, HaloPSA, or Syncro
• Strong troubleshooting and analytical skills
• Excellent written and verbal English communication
• Strong customer-facing experience and understanding of SLA-driven support

Highly Desirable

• Microsoft Intune and Microsoft Defender
• Active Directory / Azure AD Connect
• Windows Server and DNS
• PowerShell
• Microsoft 365 migrations
• ConnectWise / Autotask / Halo / Syncro API integrations
• Azure / Azure Migrate
• Microsoft certifications such as AZ-900, MS-900, or Microsoft 365 Administrator

What We're Looking For

We need someone who is technically strong, customer-focused, proactive, and comfortable working independently in an Australian MSP environment. You should be confident handling complex Microsoft 365 issues and communicating technical solutions clearly to clients.

Why Join Us?

• Fully remote role in the Philippines
• Dayshift supporting Australian clients
• HMO after probation
• Salary review after probation based on performance
• Performance bonuses
• Exposure to a wide range of Microsoft cloud technologies
• Ongoing training and certification opportunities
• Supportive and collaborative technical team

Apply now and join our dynamic team! You may also send your resumes to [email protected]

Pay: Php55,000.00 - Php80,000.00 per month

Benefits:

• Additional leave
• Work from home

Experience:

• Microsoft Entra: 2 years (Preferred)
• Australian MSP: 3 years (Required)
• Microsoft 365: 2 years (Preferred)

Work Location: Remote