IT Support Engineer (MSP)

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.

https://www.sharesource.com.au/

What are we looking for?

We are seeking a Level 2 Technical Support Engineer to join the Modern Workplace team. This role combines escalated technical support, customer environment ownership, and practical Microsoft 365 service improvement across endpoint, identity, security, collaboration, and cloud services.

You will act as a trusted technical owner for assigned customer environments, keeping tickets moving, providing clear customer updates, identifying recurring issues, supporting small changes and project tasks, and knowing when to escalate with the right diagnostics and context.

While Level 3 engineers and technical leads provide architecture and complex escalation support, this role is expected to take day-to-day ownership, work with minimal supervision on standard troubleshooting, and help turn customer needs into practical service improvements.

What are you expected to do?

• Customer Environment Ownership
  • Maintain technical visibility across assigned customer environments, including Microsoft 365, endpoint, identity, security, collaboration, risks, support history, and improvement opportunities.
  • Act as a trusted technical contact for assigned customers, providing clear updates, structured service discussions, and practical next steps.
  • Coordinate with Level 3 engineers, project resources, service management, and vendors to progress complex issues, small changes, and planned initiatives.
  • Identify recurring issues and improvement opportunities, then help turn them into practical remediation, better configuration, automation, governance, and adoption activities.

• Technical Support & Escalation Management
• Act as the escalation point from Level 1 for more complex support issues, taking ownership from triage through to resolution or appropriate escalation.
• Plan and prioritise workload to minimise backlog, maintain ticket hygiene, complete accurate time entries and notes, and keep clients informed.
• Escalate difficult or high-impact issues with clear diagnostics, business impact, attempted actions, and recommended next steps.

• Use support activity, customer feedback, and ticket trends to improve service quality and reduce repeat issues.

• Systems, Microsoft 365 & Cloud Operations
  • Provide desktop, device, software, connectivity, onboarding, and offboarding support across Windows, macOS, and Microsoft 365 environments.
  • Troubleshoot user, device, access, licensing, mailbox, Teams, SharePoint, OneDrive, and collaboration issues across assigned tenants.
  • Support endpoint management, device compliance, application deployment, and configuration tasks using Intune and related tools .
  • Assist with basic network triage including connectivity, DNS, DHCP, and LAN/WAN issues where required .

• Microsoft 365 & Cloud Support
  • Administer and maintain assigned Microsoft 365 tenants under agreed standards, including user access, licensing, Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and security settings
  • Support identity and access tasks including MFA, group membership, mailbox permissions, Conditional Access triage, guest access, and basic security investigation and escalation
  • Contribute to Microsoft-focused improvement and project work, including tenant clean-up, endpoint management, collaboration, security, identity, and modern workplace configuration

• Documentation & Continuous Improvement
  • Log incidents, service requests, time entries, customer updates, and escalation notes accurately in ConnectWise
  • Create and maintain customer environment notes, runbooks, known issue records, onboarding/offboarding steps, and handover documentation
  • Contribute to the team knowledge base and continually improve documentation so support knowledge is retained and shared across the team

You'll be a great fit if:

• You have a minimum of 4 years of experience in a service desk, helpdesk, MSP, or technical support role.
• You have strong working knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, endpoint management, and core identity/security concepts.
• You have experience supporting Windows and macOS users, devices, access, collaboration tools, and cloud services across multiple customer environments.
• You have clear written and verbal communication skills, with the ability to provide confident customer updates and translate technical activity into clear actions.
• You have the ability to triage, prioritise, and manage multiple tickets, customers, and competing priorities with good judgement and follow-through.
• You have a strong ownership mindset, including accurate documentation, proactive communication, and the ability to work through standard troubleshooting without constant supervision.
• You are comfortable working in a multi-tenant MSP environment with high context switching and varied customer maturity levels.
• You have familiarity with ConnectWise or similar ITSM/PSA platforms, including ticket notes, time entries, statuses, and escalation records.
• You have experience supporting customer environments, service improvement actions, small changes, or technical coordination activities, which is highly regarded.

Required Certifications:

• Microsoft AZ-900, Azure Fundamentals

• Microsoft MS-900, Microsoft 365 Fundamentals

• Microsoft SC-900, Security Fundamentals

What you gain beyond the role:

• Remote + Hybrid Flexibility: Enjoy the best of both worlds-collaborative office days when it counts, balanced with the freedom to work from home.
• Achieve Work-Life Balance and Flexibility: Work in an environment where you're trusted and empowered to work independently, while still having the support you need to deliver your best. Here, flexibility isn't just a perk-its how we help you perform at your best, without sacrificing life outside of work.
• Open Culture: Your voice matters, we encourage proactive communication and fresh ideas.
• Supportive Team: From your very first day to every career milestone, we've got your back-with long-term growth and projects you can truly thrive in.
• Learn and Grow: Training, coaching, and international opportunities to level up your skills and career
• Be part of a B-Corp company that puts people and planet first while creating meaningful impact.

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.

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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, 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 priorities fun and passion, fostering higher engagement and a positive can-do attitude.

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What to Expect in the Process

• You'll go through 2-3 interviews plus a possible assessment with our client partner. This includes an initial chat, a culture-fit interview, and 1-2 conversations with our awesome client. The whole process usually takes 2-3 weeks, but we'll let you know if things need to move quicker.
• Our best advice? Be yourself and enjoy the conversations. Well keep you updated every step of the way, and you're always welcome to reach out for updates anytime.
• If all goes well, well complete reference checks and requirements quickly-so we can get that job offer to you without delay.

We would be grateful if you have these already:

• 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.