L2/L3 Helpdesk Support Engineer | AU | WFH

Category: Technology Location: Ortigas, Pasig City National Capital Region (Manila) Philippines Setup and Location: WFH Work Schedule: 7:00 AM - 4:00 PM PHT (09:00 AM to 06:00 PM AEST QLD) Employment Type: Full-time Ready to do work that actually excites you? Our client is looking for an experienced L2/L3 Helpdesk Support Engineer to join their managed services team. This role sits at the technical core of our service desk, resolving escalated tickets that go beyond first-line triage and providing hands-on support across Microsoft 365, Azure AD (Entra ID), networking, and backup/DR infrastructure for our client base. You'll work closely with our onshore Australian team via Teams chat throughout the day, stepping in to support them on complex issues, project work, and after-hours coverage as needed. They're a small team, and everyone wears multiple hats, this role will may involve picking up L1 tickets directly and working together with the L1 team to resolve issues or properly escalate them, rather than sitting strictly above first-line work. This is a client-facing MSP role, so strong communication skills and a calm, methodical troubleshooting approach are just as important as technical depth. What You'll Do You'll be the kind of person who: 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