L3 Service Desk Engineer (MSP / Infrastructure & Security)
Full TimeJob Overview
We are looking for a highly skilled L3 Service Desk Engineer with strong experience in MSP environments, Microsoft ecosystem, and security tools. This role requires a hands-on senior engineer who can handle complex L3 issues, while also supporting L1/L2 tickets and project work when required. The ideal candidate should be technically strong, security-aware, and an excellent communicator
Work Mode: Full-Time Remote
Working Hours: NZ Time Zone (Early morning 2:00 IST / SL time equivalent
We are looking for a highly skilled L3 Service Desk Engineer with strong experience in MSP environments, Microsoft ecosystem, and security tools. This role requires a hands-on senior engineer who can handle complex L3 issues, while also supporting L1/L2 tickets and project work when required. The ideal candidate should be technically strong, security-aware, and an excellent communicator
Work Mode: Full-Time Remote
Working Hours: NZ Time Zone (Early morning 2:00 IST / SL time equivalent
Key Responsibilities
Technical Support & Escalations
• Act as L3 escalation point for complex technical issues
• Troubleshoot Windows Server & Active Directory issues
• Manage Microsoft 365 environments
• Own backup, restore, and disaster recovery processes
MSP Tools & Systems Management
• Work with RMM tools (Datto RMM, Kaseya 365 Device, VSA X)
• Maintain IT documentation (IT Glue / Network Glue)
• Manage tickets, workflows, and SLAs
• Support automation and proactive monitoring
Security & Compliance
• Monitor tools like Datto AV/EDR, RocketCyber, ConnectSecure
• Support email security (Inky, Graphus, Bullphish, Huntress)
• Follow compliance and security best practices
• Perform basic security investigations
Cloud & SaaS Management
• Manage Microsoft 365, SaaS Alerts, Spanning
• Monitor Dark Web ID alerts and SaaS risks
Documentation & Process
• Maintain documentation in IT Glue
• Perform root cause analysis
• Ensure knowledge sharing
Communication & Flexibility
• Provide strong client communication
• Explain technical issues clearly
• Handle L1/L2 tickets when needed
• Support projects and improvements
Required Skills & Experience
Core Technical Skills
• Windows Server & Active Directory
• Microsoft 365 Administration
• Backup & Restore solutions
• MSP experience and RMM tools
Security Knowledge
• Endpoint security (EDR/XDR)
• Email security and phishing protection
• Cybersecurity best practices
Tools Exposure
• Datto RMM, Kaseya 365, VSA X
• IT Glue / Network Glue
• BMS / PSA tools
• RocketCyber, Connect Secure
• SaaS Alerts, Spanning
Certifications
• Microsoft 365 Certified (preferred)
• CEH or equivalent (highly preferred)
Experience Required
• 4–6+ years in IT Support / MSP
• L2/L3 support experience
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