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.
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)
Time Zone: working Philippine hours
Salary Range: Php 70,000 per month (Negotiable)
Fully remote role
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