L2 Msp Support Engineer

About Sharesource: We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses. What are we looking for? In this role, you will support all aspects of IT systems and services, ensuring the security, integrity, and efficiency of our operations. You'll handle technical support requests, resolve issues, and contribute to maintaining a high-performing IT environment for our team and clients. Responsibilities: Cloud Infrastructure support: Ensure system and data security is maintained at a high standard, ensuring the integrity of the client network is not compromised. Intune device management: Configuration profiles, Compliance profiles, Endpoint Security Baselines & Hardening, Application deployments and patching, Exposure management Cloud security management across AWS and Azure environments via Defender for Cloud and AWS security hub. Proactive maintenance: Build, maintain and manage the clients infrastructure, End-to-end system stability and performance, Incident and problem management, Patch and vulnerability management Monitor performance of company systems, ensuring issues are appropriately escalated and resolved. Management and support of any and all company 3rd party services. Microsoft 365 support: Microsoft support (Exchange Online, SharePoint, MS Teams, OneDrive), CSP & SPLA Service Management (Microsoft 365 License management and Azure subscription management). Answer phone/email/tickets in a professional and timely manner. Assisting clients or staff through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues. Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required. Provide first point or an escalation point from Level 1 across all support tickets. Escalate at the appropriate time any difficult issues to level 3 Log all incidents and service requests in our designated Helpdesk system. Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency. Power Platform: Understanding and some experience in designing, developing, and customising solutions using Power Apps, Power Automate, and Power Virtual Agents. Reporting: Managed clients cadence meetings to ensure we maintain a high standard of service. Ensure that the reports are maintained and accurate. Integration and Automation: Manage and support integrated systems to ensure relevant data is available at all times. Develop skills in Power Automate and Power Apps and AI/ML tools to help CI/CD processes. Transition Management: Manage all Managed Service Transitions. Collaborate with the Professional Services team to provide technical assistants to project teams and assume technical project roles as needed, ensuring effective support for the deployment of new solutions. Soft Skills: Build and contribute to service documentation and knowledgebase. Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team. Requirements: At least 5 years of experience in Global Support/Technical Operations Engineering preferably minimum of 3 years as L2 in an AU MSP environment. Relevant IT experience and/or certifications in Microsoft O365, Azure, or AWS. Proficiency in PowerApps, with experience in developing and customizing business applications. Understand IT management principles and are committed to maintaining high security standards. Excellent communication skills, with the ability to confidently interact with staff and suppliers. A team player who thrives in a collaborative environment. A problem solver who can investigate issues, identify solutions, and prioritize tasks effectively. What sets this job apart? Professional Growth – Gain industry-leading certifications and stay ahead of technology trends. Dynamic Work Environment – Collaborate with global teams across multiple time zones. Impactful Role – Play a crucial role in securing and optimizing IT operations for the company and its clients. Benefits: Competitive salary and professional development Collaborative client partnerships and a fun, inclusive work environment Opportunities for leadership, expertise, and global client exposure Monthly coaching, training, and career development Flexible hybrid model Engage in social impact activities and industry impact Achieve work-life balance and flexibility to support personal commitments Comprehensive HMO coverage with one free dependent (depending on the employment type) We believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability. #J-18808-Ljbffr