Helpdesk Engineer (Level 3) — MSP

About the Company

Our client is not your average IT company, they are a team of passionate tech specialists who love solving complex problems, streamlining business operations, and delivering top-notch IT solutions for businesses across Australia. They believe IT should be affordable, stress-free, and tailored to each client's needs. That's why they take a proactive approach to IT management, ensuring businesses run smoothly with minimal downtime and maximum performance.

About the Role

This is a senior-level position, not a stepping stone. We are looking for a Level 3 engineer who has genuinely mastered MSP operations and can work independently across cloud, networking, and security without close supervision.

You will own complex client escalations, lead technical project delivery, and be a go-to resource for the broader AU and PH-based team. If you are still developing confidence in Azure, M365 migrations, or firewall configuration, this role is not the right fit. We need the engineer others come to when things get hard.

If you have deep MSP experience, a track record of delivering complex projects end-to-end, and thrive in a fast-paced multi-client environment, this is your opportunity to join an elite team, earn great pay, and do genuinely challenging work.

Serve as the senior escalation point for all L1 and L2 engineers

Design, deploy, and administer on-premises and hybrid server environments — Windows Server 2016 through 2025, HyperV.

Lead Microsoft 365 migrations end-to-end — mail, data, identity, and licensing — from scoping through cutover

Migrate file servers to SharePoint and OneDrive, including permissions structure design and configuration

Design and deploy Microsoft Azure environments — Entra ID, Intune, Defender

Configure and troubleshoot complex switching environments — VLANs, inter-VLAN routing, trunk and access ports

Build and manage Fortinet and Unifi firewall policies, VPN tunnels, NAT rules, and security profiles from scratch

Own patch management and vulnerability review — assess weekly updates, lead emergency change processes through CAB when needed

Maintain and enforce security standards — firewall rule audits, VLAN segmentation, endpoint security, backup systems

Communicate directly with Australian clients in clear, professional English — own technical updates and expectation management throughout project delivery

Maintain thorough documentation in the team knowledge base — if you fix it, you document it

Minimum 3 years of MSP experience is non-negotiable. Internal IT or helpdesk-only backgrounds will not be considered. You must be able to demonstrate hands-on expertise across all of the following:

Minimum 3 years of experience in an MSP environment (non-negotiable)

Windows Server 2016–2025 — build, manage, and troubleshoot in multi-client environments

HyperV administration — VM management, storage, and physical host maintenance

Active Directory and Entra ID — on-prem setup, migrations, FSMO roles, group policy

Microsoft Azure — independent design and administration, not just guided setup

Microsoft 365 administration— full tenant migrations, Exchange Online, hybrid configuration, and PowerShell administration

SharePoint and OneDrive — file server migrations, permissions design, and governance

VLAN design and switching — topology design, inter-VLAN routing, trunk and access port configuration

Fortinet or Watchguard firewalls — VPN tunnels, security policies, NAT, and firewall rules built from scratch

Patch and vulnerability management — CVE assessment, KB update review, and emergency change processes in a live MSP environment

Unifi networking — access points, switches, and controller management

Datto RMM, Threatlocker, any Kaseya security products

Autotask or similar PSA platform, IT Glue

Automation, script development and deployment

ISO 27001 or other IT security framework exposure (CISv8, Essential 8)

HP ProLiant hardware — SPP firmware updates and iLO management

VMware ESXi — VM administration and migration