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. Overview 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 including: 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. Understanding and some experience in integrating Power Platform solutions with Dataverse, SharePoint, SQL, and third-party APIs, ensuring seamless data flow and automation. Understanding of best practices in Power Platform governance, security roles, DLP policies, and compliance frameworks within enterprise environments. Ability to diagnose, troubleshoot, and resolve Level 2 technical issues, optimise performance, and support users in adopting Power Platform solutions effectively. 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. Manage the integration between the applications to ensure the workflows are maintained. Look at automation across systems updates and patching levels 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. Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner. Change and Release Management: Production support changes delivery Configuration change management Knowledge management and documentation Security: Ensure a secure and protected environment for clients and their systems Maintain all end point security and patching levels. Ensure that all our internal infrastructure is secure and in alignment with the security methodology the company agrees to follow Ensure system and data security is maintained at a high standard, ensuring the integrity of the organization network is not compromised. Ensure that all client dashboards are secure to only the intended client’s view 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. You’ll be a great fit if: You have at least 5 years of experience in Global Support/Technical Operations Engineering preferably minimum of 3 years as L2 in an AU MSP environment. You have relevant IT experience and/or certifications in Microsoft O365, Azure, or AWS. You have proficiency in PowerApps, with experience in developing and customizing business applications. You understand IT management principles and are committed to maintaining high security standards. You have excellent communication skills, with the ability to confidently interact with staff and suppliers. You are a team player who thrives in a collaborative environment. You are a problem solver who can investigate issues, identify solutions, and prioritize tasks effectively. You are adaptable and proactive, continuously seeking process improvements. You are open to flexible work hours when required to support critical IT functions. We will be absolutely thrilled if you also have the following: You hold at least two Associate-level certifications in Microsoft, Azure, or AWS. You have hands-on experience with PowerPlatform and cloud technologies. You are eager to stay current with emerging IT trends and enhance your skills through continuous learning. Training & Certification Path We encourage professional growth. You’ll work with your manager to design a personalized training path, which may include: Microsoft Azure Microsoft 365 AWS Please note : This role is remote; however, we require candidates to be based locally in the Philippines. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Philippines labor laws and employment regulations. Here are the benefits of joining our team: 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) Why work for Sharesource? Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world Our 5 Values Make a social impact : We balance our work for client teams and for society by constantly making a positive impact. Be proactive : We encourage brave thinking and continuous improvement, and drive change through action. Create value : We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities. Be fair, open and honest : We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements. Add fun, passion and love : We prioritise fun and passion, fostering higher engagement and a positive can-do attitude. What makes us different? Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected: Challenged, autonomous, momentum Learning, growth mindset Lead by our values Heard, cared for, make good friends Application process What happens after you submit your application? The whole process takes around 4 weeks: There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun. We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application. If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away. Preferred documents Fit to Work/Health Card (Basic 5 employment medical tests) NBI Clearance Social IDs - PHIC, SSS, HDMF, TIN Character references with contact info At Sharesource, 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