Job Description

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