Key Responsibilities:

Your day-to-day responsibilities will include:

1. Advanced Technical Support & Troubleshooting

Provide Level 2/3 technical support and remote assistance to Managed Services clients via phone, email, and onsite visits.
Diagnose and resolve complex software, hardware, and operating system issues on servers and workstations (Windows, Linux, macOS).
Utilise Remote Monitoring and Management (RMM) tools (e.g., Datto RMM, N-able, Nagios, Cacti) for proactive issue resolution and system analysis.
Troubleshoot and configure VoIP, IPTV, and various internet service-related problems.

2. Network and Infrastructure Management

Install, configure, and manage network infrastructure, including LAN/WAN, WiFi, VLANs, and VPNs.
Specialise in Unifi/Ubiquiti Networks for office setups and multi-tenant network management.
Configure and manage site-to-site VPN connections.
Conduct network and security assessments, providing recommendations for improvement.
Work with various network equipment, including Cisco and Juniper switches.

3. Cloud Services and Security

Administer and manage Google Workspace and Microsoft 365 environments for small and medium-sized businesses.
Lead client onboarding, including Google Workspace migrations.
Implement and ensure compliance with security policies, including those aligned with SMB 1001 security certification standards.
Perform domain security audits and manage Chrome Enterprise solutions.

4. Documentation and Process Management

Document IT incidents, solutions, and infrastructure upgrades using ticketing and documentation systems (e.g., Datto Autotask, IT glue, RT Ticketing system).
Ensure strict adherence to Service Level Agreements (SLAs).
Contribute to effective project management for IT infrastructure upgrades and Managed Services implementation.

Leadership & Mentoring Expectations

The successful candidate will demonstrate strong leadership potential and contribute to the team’s development by:

Mentoring and Coaching: Providing guidance and technical coaching to junior helpdesk team members.
Leading by Example: Setting a high standard for technical execution, problem-solving, and service delivery.
Team Collaboration: Fostering a high-performing and collaborative team environment.
Taking Initiative: Speaking up, taking ownership, and showing full accountability for technical outcomes.
Future Leadership: Demonstrating readiness to take on further supervisory and management responsibilities as the team structure evolves.

Requirements

Required Qualifications

5+ years of experience in an MSP or IT Support environment
Strong Level 3 engineering background with proven technical depth
Demonstrated experience mentoring or leading junior engineers
Solid understanding of cloud platforms (Google Workspace, M365)
Proven experience with network setup, configuration, and troubleshooting
Experience delivering onsite technical support to business clients

Certification(s) preferred: Google Workspace Administration Certification, CompTIA Network+, Security+, CCNA, Microsoft, or equivalent networking/cloud certifications are highly valued.

Required Skills

Strong Level 2/3 technical troubleshooting across Windows, Linux, and macOS environments
Advanced networking skills: LAN/WAN, WiFi, VLANs, VPNs, firewalls, and routing
Hands-on experience with Unifi/Ubiquiti Networks, Cisco, and Juniper switches
Proficiency using RMM tools (Datto RMM, N-able, Nagios, Cacti)
Strong understanding of cloud services: Google Workspace, Microsoft 365, Chrome Enterprise
Experience managing site-to-site VPNs and multi-site network environments
Experience with SMB 1001-aligned security frameworks.
Experience with VoIP/IPTV Troubleshooting
Ability to conduct security assessments and implement SMB-level security standards
Excellent documentation skills using Autotask, IT Glue, or similar tools
Strong analytical and problem-solving abilities
Excellent communication skills for client-facing and team interactions
Ability to work onsite in Melbourne and perform hands-on technical work
Leadership, mentoring, and team collaboration skills
Ability to prioritise, manage workload, and maintain SLA commitments

Nice-To-Have Qualifications

Experience with project-based infrastructure upgrades or migrations
Familiarity with Asana, Intercom, Autotask, IT Glue, or advanced ITSM systems
Prior leadership exposure or formal Team Lead responsibilities
Additional cloud or network certifications (e.g., CCNP, Google Workspace Admin, Azure)

Benefits

Time Zone: working Philippine hours

Salary Range: Php 70,000 per month (Negotiable)

Fully remote role