Level 2 Technical Support Specialist

About our client

A managed service provider company based in Australia that supports the IT and cybersecurity needs of small and mid-sized businesses. The client’s business runs a lean, collaborative team where technicians are trusted to think independently rather than follow a script. The client’s business uses AI tooling heavily in their business’ day-to-day work — for triage, documentation, research and drafting — because it lets the client’s business resolve more, faster, and spend our time on the problems that actually need a human. The client’s business standard isn't "ticket closed” but a client who gets more than they paid for.

About the role

You'll be the escalation point for general help desk enquiries that users cannot resolve, working across a portfolio of client environments. Some days you'll be heads-down on your own queue; others you'll be part of a project team on a migration, a rollout or a security hardening piece. Twelve months in, you should own a set of client environments end to end, have contributed meaningfully to our documentation and process improvements, and be someone Level 1 technicians come to for help.

This role runs on Australian Eastern Standard Time business hours so you're online alongside our clients and the rest of the team. Whether you work from home or from an office genuinely doesn't matter to us — what matters is a reliable connection, a quiet space to take calls, and consistent availability during those hours.

What you'll do

Own and resolve escalated help desk tickets across Windows desktop, server, Microsoft 365 and networking issues, from first touch to closure.

Administer Microsoft 365 and Entra ID tenants — including building, testing and troubleshooting Conditional Access policies without locking anyone out.

Monitor, investigate and respond to endpoint protection alerts, and work with the team to harden client endpoints against real threats.

Keep the PSA clean: accurate time entries, clear ticket notes, and documentation good enough that the next technician doesn't have to start over.

Manage and maintain client environments through our RMM — patching, monitoring, automation and scripted remediation.

Work as part of a project team on migrations, rollouts and infrastructure changes, and independently on your own workstream.

Communicate directly with clients by phone and email — setting expectations, giving updates, and translating technical detail into language a business owner can act on.

What we're looking for

Required

Minimum 5 years' experience in a Level 2 technical support role, with a substantial portion of that inside a managed service provider.

Excellent spoken and written English.You'll be on calls with Australian clients and writing emails they'll read closely — both need to be clear, professional and easy to follow.

Endpoint protection software. Hands-on experience administering and responding to alerts in an EDR/endpoint protection platform. SentinelOne strongly preferred.

PSA experience. Comfortable working day-to-day in a professional services automation platform. HaloPSA strongly preferred.

RMM experience. Practical experience managing endpoints through an RMM. NinjaOne strongly preferred.

Microsoft administration. Confident in the Microsoft 365 and Entra admin centres, specifically including Conditional Access policy design, management and troubleshooting.

Able to work independently and take ownership of problems, while collaborating well with a distributed team.

Willing to use AI tools as part of your everyday workflow — and to think critically about what they give you.

Contactable professional references we can speak with directly (typically former managers or team leads).

Available during Australian Eastern Standard Time business hours, with a reliable internet connection and a suitable environment for client calls.

Preferred

Specific experience with SentinelOne, HaloPSA and NinjaOne together.

Microsoft certifications (MS-102, AZ-104, SC-300 or similar).

Experience supporting Australian or other international clients.

Exposure to security frameworks such as the Essential Eight, or to cybersecurity incident response.

Scripting ability (PowerShell) for automation and remediation.

About the position:

Full Time employment

Australian work hours

Permanent work from home

Competitive salary (within Philippine job market value)

Currently open only to local and legal to work candidates in the Philippines