Coalition, Inc.
United States
New
Director of Information Technology Operations
Networking Full-time Director 51m ago
- Cissp
- Cloud
- Cybersecurity
- Itil
AI Summary
We are seeking an experienced L2 Service Desk Engineer to provide remote IT support for clients of an established Australian Managed Service Provider (MSP). The role focuses on Microsoft 365 and Windows troubleshooting, user administration, ticket ownership and security alert triage. Candidates need at least 3 years' experience in IT support, systems administration or an MSP/corporate service desk.
Key Highlights
Remote Level 2 service desk support for an Australian MSP
Microsoft 365, Windows and user administration focus
Ticket ownership, documentation and escalation
Security alert triage and first-level security administration
At least 3 years' IT support or systems administration experience
Key Responsibilities
Provide Level 1 and Level 2 remote technical support for business clients.
Troubleshoot Windows 10/11, Outlook, Teams, SharePoint, OneDrive and Microsoft 365 applications.
Administer Microsoft 365, Entra ID, Active Directory, accounts, access permissions and MFA.
Handle user onboarding/offboarding, password resets, VPN access and common network or printing issues.
Prioritise, resolve and document support tickets, escalating infrastructure issues when necessary.
Own an assigned service desk ticket queue and meet response and resolution priorities.
Investigate each issue using client history, device records and documented procedures.
Record time as work is completed and write clear ticket updates and resolution notes.
Maintain client documentation and checklists in the knowledge base.
Identify recurring issues, suggest improvements and escalate work outside service desk scope.
Triage suspicious sign-ins, phishing reports and endpoint or email security alerts using established playbooks.
Assist with first-level Microsoft 365 and endpoint security administration.
Keep accurate ticket notes, time entries and incident records.
Communicate clearly with the team and escalate significant risks promptly.
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Technical Skills Required
Benefits & Perks
Remote, full-time opportunity
Exposure to Microsoft 365, managed services and cybersecurity technologies
Work alongside experienced technical specialists
Opportunities to broaden skills across client support and technical operations
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Nice to Have
RMM / PSA: Datto RMM, Autotask, ConnectWise or similar.
Additional NOC / backup skills: Veeam Backup & Replication, Azure Backup, Datto BCDR or SaaS Protection.
Documentation / remote access: IT Glue, ScreenConnect or similar.
Security platforms: SentinelOne, Huntress, Microsoft Defender, Proofpoint or related EDR/SIEM tools.
Intune, Autopilot, Exchange Online administration or basic PowerShell.
Experience with backup test restores, patch remediation and proactive IT monitoring.
Relevant certifications such as MD-102, SC-300 or SC-200.
Previous experience supporting multiple business clients in an MSP environment.
Job Description
Level 2 Service Desk Engineer (MSP)
Location: Remote
Employment Type: Full-Time
Working Hours: Monday to Friday, aligned with Melbourne business hours
Industry: Managed IT Services (MSP)
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