{"id":1221379,"url":"https://alion.io/job/sharesource-it-support-engineer-msp","title":"IT Support Engineer (MSP)","company":{"id":3775730,"name":"Sharesource","domain":"sharesource.com.au","url":"https://alion.io/company/sharesource","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Davao City, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":281},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-25T12:07:39Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T12:17:28Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Sharesource:\nWe 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.\nhttps://www.sharesource.com.au/\nWhat are we looking for?\nWe 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.\nYou 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.\nWhile 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.\nWhat are you expected to do?\nCustomer Environment OwnershipMaintain technical visibility across assigned customer environments, including Microsoft 365, endpoint, identity, security, collaboration, risks, support history, and improvement opportunities. \nAct as a trusted technical contact for assigned customers, providing clear updates, structured service discussions, and practical next steps. \nCoordinate with Level 3 engineers, project resources, service management, and vendors to progress complex issues, small changes, and planned initiatives. \nIdentify recurring issues and improvement opportunities, then help turn them into practical remediation, better configuration, automation, governance, and adoption activities.\n\nTechnical Support & Escalation ManagementAct as the escalation point from Level 1 for more complex support issues, taking ownership from triage through to resolution or appropriate escalation.\nPlan and prioritise workload to minimise backlog, maintain ticket hygiene, complete accurate time entries and notes, and keep clients informed.\nEscalate difficult or high-impact issues with clear diagnostics, business impact, attempted actions, and recommended next steps.\nUse support activity, customer feedback, and ticket trends to improve service quality and reduce repeat issues.\n\nSystems, Microsoft 365 & Cloud OperationsProvide desktop, device, software, connectivity, onboarding, and offboarding support across Windows, macOS, and Microsoft 365 environments.\nTroubleshoot user, device, access, licensing, mailbox, Teams, SharePoint, OneDrive, and collaboration issues across assigned tenants.\nSupport endpoint management, device compliance, application deployment, and configuration tasks using Intune and related tools .\nAssist with basic network triage including connectivity, DNS, DHCP, and LAN/WAN issues where required .\n\nMicrosoft 365 & Cloud SupportAdminister and maintain assigned Microsoft 365 tenants under agreed standards, including user access, licensing, Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and security settings \nSupport identity and access tasks including MFA, group membership, mailbox permissions, Conditional Access triage, guest access, and basic security investigation and escalation \nContribute to Microsoft-focused improvement and project work, including tenant clean-up, endpoint management, collaboration, security, identity, and modern workplace configuration\n\nDocumentation & Continuous ImprovementLog incidents, service requests, time entries, customer updates, and escalation notes accurately in ConnectWise \nCreate and maintain customer environment notes, runbooks, known issue records, onboarding/offboarding steps, and handover documentation \nContribute to the team knowledge base and continually improve documentation so support knowledge is retained and shared across the team \n\nYou'll be a great fit if:\nYou have a minimum of 4 years of experience in a service desk, helpdesk, MSP, or technical support role.\nYou have strong working knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, endpoint management, and core identity/security concepts.\nYou have experience supporting Windows and macOS users, devices, access, collaboration tools, and cloud services across multiple customer environments.\nYou have clear written and verbal communication skills, with the ability to provide confident customer updates and translate technical activity into clear actions.\nYou have the ability to triage, prioritise, and manage multiple tickets, customers, and competing priorities with good judgement and follow-through.\nYou have a strong ownership mindset, including accurate documentation, proactive communication, and the ability to work through standard troubleshooting without constant supervision.\nYou are comfortable working in a multi-tenant MSP environment with high context switching and varied customer maturity levels.\nYou have familiarity with ConnectWise or similar ITSM/PSA platforms, including ticket notes, time entries, statuses, and escalation records.\nYou have experience supporting customer environments, service improvement actions, small changes, or technical coordination activities, which is highly regarded.\n\nRequired Certifications:\nMicrosoft AZ-900, Azure Fundamentals\nMicrosoft MS-900, Microsoft 365 Fundamentals\nMicrosoft SC-900, Security Fundamentals\nWhat you gain beyond the role:\nRemote + Hybrid Flexibility: Enjoy the best of both worlds-collaborative office days when it counts, balanced with the freedom to work from home.\nAchieve 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.\nOpen Culture: Your voice matters, we encourage proactive communication and fresh ideas.\nSupportive 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.\nLearn and Grow: Training, coaching, and international opportunities to level up your skills and career\nBe part of a B-Corp company that puts people and planet first while creating meaningful impact.\nPlease 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.\n___________________\nWhy work for Sharesource?\nOur 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!\nOur 5 Values:\nMake a social impact: We balance our work for client teams and for society by constantly making a positive impact.\nBe proactive: We encourage brave thinking and continuous improvement, and drive change through action.\nCreate value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.\nBe fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.\nAdd fun, passion and love: We priorities fun and passion, fostering higher engagement and a positive can-do attitude.\n___________________\nWhat to Expect in the Process\nYou'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.\nOur 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.\nIf all goes well, well complete reference checks and requirements quickly-so we can get that job offer to you without delay.\nWe would be grateful if you have these already:\nFit to Work/Health Card (Basic 5 employment medical tests)\nNBI Clearance\nSocial IDs - PHIC, SSS, HDMF, TIN\nCharacter references with contact info\nAt 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.","description_format":"text","description_chars":8859,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T12:07:39Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:17","win:early"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sharesource-it-support-engineer-msp","json_url":"https://alion.io/job/sharesource-it-support-engineer-msp.json","meta":{"generated_at":"2026-09-27T01:23:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1214,"day_limit":5000,"remaining_today":3786,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}