L2/L3 Helpdesk Support Engineer (Microsoft 365)

Location: Work from home in the Philippines, with preferred arrangements listed as Onsite or WFH in Ortigas, Pasig City. Working hours are 7:00 AM–4:00 PM PHT, overlapping with 9:00 AM–6:00 PM AEST Queensland business hours.

Company

hirify.global provides managed services and multi-client IT support through an offshore service desk working with an onshore Australian team.

What you will do

• Handle L2/L3 escalations across multiple client environments and take tickets through to resolution.
• Diagnose and administer Microsoft 365 and Azure AD/Entra ID, including Exchange Online, SharePoint, Teams, licensing, conditional access, MFA, SSO, and hybrid identity.
• Troubleshoot client networks, including firewalls, switches, VPNs, DNS/DHCP, wireless, TCP/IP, VLANs, routing, and connectivity.
• Manage Kaseya and Datto tools for RMM, ticketing, patching, remote support, backup verification, and business continuity.
• Support L1 tickets when needed, mentor L1 staff, coordinate escalations with the Australian team and Service Desk Manager, and participate in maintenance windows and occasional after-hours work.
• Document resolutions, runbooks, and configurations; contribute to root cause analysis and proactive fixes for recurring incidents.

Requirements

• At least 2–3 years of experience in an MSP or similar multi-client IT support environment, with progression into L2/L3 troubleshooting.
• Hands-on Microsoft 365 administration experience covering Exchange Online, SharePoint, Teams, and licensing, plus Azure AD/Entra ID user and device management, conditional access, MFA, and hybrid identity.
• Solid networking fundamentals, including TCP/IP, VLANs, routing and switching, firewall configuration, VPN troubleshooting, and DNS/DHCP.
• Good English communication skills for client-facing work and continuous coordination with the onshore team through Microsoft Teams.
• Ability to work remotely with minimal supervision and remain responsive and reliable during the shift.
• Willingness to work in a small team, handle L1 tickets when required, and use sound judgment when resolving or escalating issues.

Nice to have

• Practical experience with Kaseya/Datto, including Datto RMM, Autotask/BMS, and Datto BCDR.
• Working knowledge of Veeam backup and replication, including configuration, troubleshooting, and restores.
• Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator.
• Microsoft Certified: Azure Administrator Associate (AZ-104).
• Kaseya, Datto, CompTIA Network+, or Cisco CCNA certifications.
• Experience in an Australian-facing MSP or offshore support role.
• Familiarity with ITIL-aligned service desk processes and Autotask, ConnectWise, or similar ticketing platforms.
• Basic PowerShell scripting for routine-task automation.

Culture & Benefits

• Full-time work-from-home setup with active Teams communication throughout the shift.
• HMO, dental, and life insurance for the employee and one free dependent from day one; additional dependents may be enrolled.
• Birthday, vacation, medical, and maternity paid leave; up to six vacation leaves may be converted to cash on anniversary.
• Employee engagement activities including year-end parties, family days, and team building.