Level 3 IT Engineer — Microsoft 365, Network & Server Administration

Location: Fully remote (Philippines-based)
Employer: All IT Services — Australian Managed Service Provider, Sydney's Northern Beaches
Reports to: Service Delivery Manager
Hours: Varying shifts, including weekends, aligned to Australian business hours and after-hours support rotation

About the Role
We are seeking a high-calibre, autonomous Level 3 IT Engineer to join our service delivery team. This is a senior technical role where you will own the most complex tickets, drive i ---------- resolution, mentor junior engineers, and act as a final escalation point before vendor engagement. You will work across our entire Australian SMB and mid-market client base, supporting environments built around Microsoft 365, Windows Server, Azure, and modern networking stacks.
This role suits an engineer who takes genuine ownership, communicates clearly under pressure, and treats every client environment as if it were their own. You will not be hand-held — you will be trusted to investigate, d ---------- , document, and act.

Key Responsibilities
Microsoft 365 administration
Manage and optimise tenant configurations across Exchange Online, SharePoint Online, OneDrive, Teams, Intune, Entra ID (Azure AD), Defender for Office 365, and Purview. Lead tenant migrations, conditional access policy design, MFA enforcement, identity hardening, licensing optimisation, and complex mail flow troubleshooting. Implement and maintain compliance and DLP policies aligned to client requirements.
Network administration
Design, configure, and troubleshoot SMB and mid-market networks including firewalls (Fortinet, Sophos, Meraki), managed switches, VLANs, site-to-site and client VPNs, SD-WAN, wireless infrastructure, DNS, DHCP, and routing. Lead network performance investigations and capacity planning.
Server administration
Administer Windows Server (2016 through 2025), Active Directory, Group Policy, DNS, DHCP, file and print services, Hyper-V, and on-premises to Azure hybrid environments. Perform Azure IaaS/PaaS deployments, backup architecture (Veeam, Datto, Acronis), patching strategy, and disaster recovery testing.
Escalations & complex i ----------
Act as the senior technical escalation point for L1 and L2 engineers. Own P1 and P2 i ---------- end-to-end, lead root cause analysis, coordinate vendor escalations, and produce post-i ---------- reports. Make judgement calls on workarounds versus permanent fixes.
Customer support & relationship
Communicate confidently and professionally with end users, IT managers, and C-level stakeholders. Translate technical concepts into plain language. Maintain ownership of tickets through to verified resolution and client satisfaction.
Project work
Lead or contribute to client-facing projects including M365 migrations, server refreshes, network upgrades, security uplifts, and cloud transitions. Produce scoping documentation, runbooks, and as-built reports.
Documentation & continuous improvement
Maintain accurate documentation in IT Glue. Contribute to internal knowledge base articles, standard operating procedures, and process improvement initiatives. Identify recurring issues and drive permanent solutions.
Mentorship
Provide informal coaching and technical guidance to L1 and L2 engineers. Review tickets, share knowledge, and help raise the technical capability of the wider service delivery team.

Required Experience & Skills

Minimum 5 years' experience in an MSP environment in a senior technical role
Demonstrable expertise across Microsoft 365 administration at tenant scale, including hybrid identity scenarios
Strong Windows Server administration including Active Directory design and troubleshooting
Practical Azure administration experience (IaaS, identity, networking, backup)
Solid networking fundamentals: TCP/IP, routing, firewalls, VLANs, VPN, wireless
Confident with PowerShell scripting for administration and automation
Experience with PSA and RMM platforms (HaloPSA, ConnectWise, Datto, NinjaOne, or similar)
Backup and disaster recovery platform experience (Veeam, Datto, Acronis)
Demonstrated ability to lead i ---------- response under pressure
Excellent ticket hygiene, time management, and documentation discipline

Certifications (one or more strongly preferred):
Microsoft MS-102, AZ-104, AZ-500, MS-700, Fortinet NSE 4+, Cisco CCNA, ITIL Foundation

Non-Negotiable Requirements
Fluent English — written and spoken, at a level where you can lead a phone conversation with an Australian business owner, draft a clear post-i ---------- report, and de-escalate a frustrated client without supervision. We will assess this throughout the recruitment process.
Availability for varying shifts including weekends — our service desk operates extended hours and weekend coverage. You must be genuinely available and willing to work a rotating roster, including evening shifts, early morning shifts, and weekend on-call rotations.
High autonomy — this role is not for engineers who need constant direction. You will be expected to triage, investigate, d ---------- , and act with minimal supervision, while knowing when to ask for input.
Reliable home office setup — stable high-speed internet (minimum 50/20 Mbps with backup connection), quiet professional working environment, headset, and a UPS or equivalent power redundancy.

What We Offer

Permanent full-time position with a stable, growing Australian MSP
Competitive salary aligned to senior L3 experience
Paid leave and Philippine public holidays
Funded certifications and ongoing training budget
Genuine career progression into senior engineer, team lead, or specialist tracks
Direct exposure to modern Microsoft and Azure environments
Supportive team culture with established processes (EOS-based operating model)


How to Apply — Read Carefully
Your application must include a two-minute video of yourself in which you:

Introduce yourself
Walk us through your technical experience, particularly across Microsoft 365, networking, and server administration
Describe a complex i ---------- or escalation you personally resolved, and what you learned from it
Confirm your availability for varying shifts including weekends

Applications submitted without a two-minute video will not be reviewed. No exceptions.
The video does not need to be professionally produced — a clear phone or webcam recording is fine. We are assessing your communication, English fluency, and presence, not your video editing skills.