Helpdesk Engineer (Level 3) — MSP

• Serve as the senior escalation point for all L1 and L2 engineers 
• Design, deploy, and administer on-premises and hybrid server environments — Windows Server 2016 through 2025, HyperV.
• Lead Microsoft 365 migrations end-to-end — mail, data, identity, and licensing — from scoping through cutover
• Migrate file servers to SharePoint and OneDrive, including permissions structure design and configuration
• Design and deploy Microsoft Azure environments — Entra ID, Intune, Defender
• Configure and troubleshoot complex switching environments — VLANs, inter-VLAN routing, trunk and access ports
• Build and manage Fortinet and Unifi firewall policies, VPN tunnels, NAT rules, and security profiles from scratch
• Own patch management and vulnerability review — assess weekly updates, lead emergency change processes through CAB when needed
• Maintain and enforce security standards — firewall rule audits, VLAN segmentation, endpoint security, backup systems
• Communicate directly with Australian clients in clear, professional English — own technical updates and expectation management throughout project delivery
• Maintain thorough documentation in the team knowledge base — if you fix it, you document it

Minimum 3 years of MSP experience is non-negotiable. Internal IT or helpdesk-only backgrounds will not be considered. You must be able to demonstrate hands-on expertise across all of the following:

• Minimum 3 years of experience in an MSP environment (non-negotiable)
• Windows Server 2016–2025 — build, manage, and troubleshoot in multi-client environments
• HyperV administration — VM management, storage, and physical host maintenance
• Active Directory and Entra ID — on-prem setup, migrations, FSMO roles, group policy
• Microsoft Azure — independent design and administration, not just guided setup
• Microsoft 365 administration— full tenant migrations, Exchange Online, hybrid configuration, and PowerShell administration
• SharePoint and OneDrive — file server migrations, permissions design, and governance
• VLAN design and switching — topology design, inter-VLAN routing, trunk and access port configuration
• Fortinet or Watchguard firewalls — VPN tunnels, security policies, NAT, and firewall rules built from scratch
• Patch and vulnerability management — CVE assessment, KB update review, and emergency change processes in a live MSP environment

• Unifi networking — access points, switches, and controller management
• Datto RMM, Threatlocker, any Kaseya security products
• Autotask or similar PSA platform, IT Glue
• Automation, script development and deployment
• ISO 27001 or other IT security framework exposure (CISv8, Essential 8)
• HP ProLiant hardware — SPP firmware updates and iLO management
• VMware ESXi — VM administration and migration