MSP Support Engineer L1

About Sharesource:

We are a social enterprise dedicated to connecting global opportunities with talented individuals. Currently, we serve Australian clients and aim to empower businesses to thrive by accessing the talent they need worldwide. Our mission is to support individuals in achieving success in their careers while fostering a company culture that embodies our values.

https://www.sharesource.com.au/

What are we looking for?

We are looking for a Level 1 Support Engineer to join the Modern Workplace team, serving as a frontline service desk position with a strong focus on Microsoft 365 and end-user desktop support within a dynamic, multi-tenant MSP environment.

You will also collaborate closely with senior engineers, contributing to a culture centered on operational excellence and continuous improvement.

What are you expected to do?

• Serve as the first point of contact for all incoming support requests via phone, email, and ticketing system
• Triage and categorise tickets accurately, resolving L1 issues where possible
• Escalate complex or unresolved issues to the appropriate L2/L3 engineers with clear context and documentation
• Maintain ticket hygiene, ensuring tickets are up to date, correctly prioritised, and progressing through the queue
• Assist the team in adhering to SLA targets and response time KPIs

• Provide desktop support across Windows and macOS environments
• Troubleshoot hardware, software, and connectivity issues for end users
• Support onboarding and offboarding of users including device setup and account provisioning
• Assist with basic network triage including connectivity, DNS, and LAN/WAN issues (desirable)

• Provide end-user support across the Microsoft 365 suite including Exchange Online, Teams, SharePoint, and OneDrive
• Assist with basic Intune device management tasks under the guidance of senior engineers
• Support tenant-level administration tasks as directed
• Gain exposure to Azure and broader cloud infrastructure environments as the role develops

• Log all incidents and service requests accurately in ConnectWise
• Contribute to the team knowledge base and runbook library
• Identify recurring issues and surface them to the team to drive automation and process improvement

You’ll be a great fit if:

• You have a minimum of 1 year of experience of global service desk, helpdesk, or technical support role. Experience supporting Australian clients/users is highly preferred.
• You have strong working experience of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• You have desktop support experience across Windows and macOS
• You demonstrate clear and professional written and verbal communication skills
• You are able to triage, prioritise, and manage multiple tickets concurrently
• You have a customer-focused mindset with a commitment to quality and responsiveness
• You have experience working in a multi-tenant MSP environment with varied customer environments

We will be absolutely thrilled if:

• You have exposure to basic network troubleshooting (DNS, DHCP, LAN/WAN connectivity)
• You are familiar with ConnectWise or similar ITSM/PSA platforms
• You have experience with Intune or endpoint management tooling

It would be beneficial if you have any of these certifications (attractive but not required):

• Microsoft AZ-900 (Azure Fundamentals)
• Microsoft MS-900 (Microsoft 365 Fundamentals)
• Microsoft SC-900 (Security Fundamentals)
• Any Microsoft 365 or AWS certifications are highly regarded

Work Arrangements:

Flexibility: Shift arrangements will be discussed during the onboarding process. Must be open to on-call shifts, depending on operational needs.

Please note: This role is remote; however, we require candidates to be based locally in the Philippines. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Philippines labor laws and employment regulations.

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

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• You’ll go through 2-3 interviews plus a possible assessment with our client partner. This includes an initial chat, technical assessment and a culture-fit interview. Total of 2-3 conversations with our awesome client. The whole process usually takes 3-4 weeks, but we’ll let you know if things need to move quicker.
• Our best advice? Be yourself and enjoy the conversations. We’ll keep you updated every step of the way, and you’re always welcome to reach out for updates anytime.
• If all goes well, we’ll complete reference checks and requirements quickly—so we can get that job offer to you without delay.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.