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

Keep IT systems flawless while driving innovation across industries!

Step into a role where technology meets impact. Join a team driving transformative projects across industries like healthcare, mining, gaming, and retail, and help shape solutions that truly make a difference. We’re looking for an L2 Support Engineer who is Smart, Hungry, and Humble—someone ready to own IT systems, solve complex problems, and ensure secure, high-performing operations across global teams. This is your chance to be at the heart of innovation, delivering top-notch support while contributing to projects that touch real-world outcomes.

If this project excites you, join us to make a real impact while gaining industry-leading certifications, and stay at the forefront of technology trends.

What are you expected to do?

• First line of defense: Act as the initial point of contact and escalation from Level 1 support tickets.
• Escalate smartly: Route complex issues appropriately to Level 3 to ensure timely resolution.
• Install and configure: Set up computer hardware, operating systems, and applications for staff and clients.
• Maintain security: Monitor and manage patch levels, safeguarding internal and customer endpoints.
• Multi-channel support: Respond to requests via phone, email, or ticketing system with professionalism and speed.
• Troubleshoot and resolve: Diagnose technical issues, escalating to suppliers or partners when needed.
• Master Office 365: Provide support for Exchange Online, SharePoint, Teams, OneDrive, and manage licensing and Azure subscriptions.
• Cloud solutions: Implement, develop, and document AWS solutions, applying best practices and team guidance.
• Ticket efficiency: Log incidents and service requests, ensuring prioritization, minimal backlog, and operational excellence.
• System reliability: Monitor performance, expedite hardware repairs, and resolve software configuration issues.
• Documentation and knowledge sharing: Contribute to service documentation and the internal knowledge base.
• Project support: Assist project teams with deploying new applications and solutions.
• Service culture: Promote excellence, continuous improvement, and strong supplier relationships across the IT team.

You’ll be a great fit if:

• You have 5+ years of experience in Global Support/Technical Operations, including 3+ years as L2 in an AU MSP environment.
• You have hands-on experience or qualifications in Microsoft O365, Azure, AWS, and PowerApps for business application development, automation, and workflow optimization.
• You have proficiency in PowerApps for developing and customizing business applications for automation and workflow optimization.
• You understand IT management principles and best practices.
• You are a collaborative team player with strong interpersonal skills.
• You communicate confidently, with well-developed written and verbal skills.
• You listen actively and work seamlessly with staff, suppliers, and stakeholders.
• You maintain professionalism in all client, supplier, and colleague interactions.
• You solve problems proactively, investigating issues, assessing requirements, and prioritizing solutions.
• You adapt quickly, embrace flexibility, and actively seek process improvements.
• You are meticulous with record-keeping and documentation.
• You provide expert support across diverse technologies for employees and clients.
• You build and maintain strong professional relationships with stakeholders.
• You bring enthusiasm and a genuine passion for technology.
• You are flexible and willing to work outside standard hours when required.

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 are eager to stay current with emerging IT trends and enhance your skills through continuous learning.

We encourage professional growth. You’ll work with your manager to design a personalized training path, which may include:

1. Microsoft Azure
2. Microsoft 365
3. AWS

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—it’s 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, 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.

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What to Expect in the Process?

• You’ll go through 3–4 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 1–2 weeks, but we’ll let you know if things need to move quicker.
• Our best advice? Be yourself and enjoy the conversations. We’ll keep you updated every step of the way, and you’re always welcome to reach out for updates anytime.
• If all goes well, we’ll 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:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN 
4. 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.