job description
Join a dynamic Australian Managed Service Provider (MSP) as a Senior Support Engineer (L2–L3) and play a pivotal role in driving technical excellence for global clients. This is a fully remote opportunity based in Bali, offering a collaborative work environment, cutting-edge technologies, and the chance to solve complex IT infrastructure challenges.
As part of our growing team, you’ll provide high-level technical support, troubleshoot escalated issues, and ensure seamless service delivery for enterprise clients. Your expertise in networking, cloud services, and cybersecurity will be critical in maintaining our reputation for reliability and innovation.
We’re looking for a proactive problem-solver with a passion for IT infrastructure, strong communication skills, and the ability to thrive in a fast-paced, client-focused setting. If you’re ready to take your career to the next level with a forward-thinking MSP, apply today!
Responsibility
- Provide L2–L3 technical support for managed services, including servers, networks, and cloud environments (AWS, Azure, etc.).
- Troubleshoot and resolve complex hardware, software, and connectivity issues for enterprise clients.
- Monitor and maintain IT infrastructure, ensuring uptime, performance, and security compliance.
- Collaborate with cross-functional teams to design, implement, and optimize IT solutions.
- Document technical processes, incident reports, and knowledge base articles for internal and client reference.
- Assist in cybersecurity measures, including vulnerability assessments and patch management.
- Act as a technical escalation point for L1 support teams and end-users.
- Stay updated on emerging technologies and industry best practices to drive continuous improvement.
Qualifications
- 3+ years of experience in IT support, with a focus on L2–L3 troubleshooting in an MSP or enterprise environment.
- Proven expertise in Windows/Linux server administration, virtualization (VMware, Hyper-V), and networking (TCP/IP, DNS, DHCP, VPN).
- Hands-on experience with cloud platforms (AWS, Azure, Google Cloud) and managed services tools (e.g., ConnectWise, SolarWinds).
- Strong knowledge of cybersecurity principles, including firewalls, endpoint protection, and SIEM tools.
- Certifications such as CompTIA Network+, CCNA, MCSE, or AWS/Azure certifications are a plus.
- Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Ability to work independently and collaboratively in a remote setting, with a focus on client satisfaction.
- Familiarity with ITIL frameworks and service desk best practices is advantageous.