MSP IT Support Technician – Microsoft 365 / Intune / Security

Senior MSP IT Support Technician – Microsoft 365 / Intune / Security

We are an Australian Managed Service Provider looking for an experienced IT Support Technician / Microsoft 365 Administrator to join our team remotely from the Philippines.

This is not an entry-level help desk position. We are looking for someone who has previously worked for an MSP and is comfortable taking ownership of technical issues, dealing directly with Australian clients, and working across multiple customer environments.

A major requirement of this position is responsiveness. During your working hours, you will be expected to actively monitor the support queue, acknowledge new tickets promptly and begin working on issues without needing to be chased.

What You'll Be Doing
Provide Level 1 and Level 2 remote technical support
Monitor and manage the MSP ticket queue
Take ownership of tickets through to resolution
Communicate directly with Australian clients
Troubleshoot Windows 10/11 desktops and laptops
Microsoft 365 administration and troubleshooting
Build new Microsoft 365 tenants from scratch
Configure Microsoft Entra ID
Configure MFA and Conditional Access
Configure Microsoft Intune from scratch
Create and manage Intune configuration and compliance policies
Configure Windows Autopilot and device enrolment
Deploy applications through Intune
Configure Microsoft Defender and Microsoft 365 security policies
Manage Exchange Online, mail flow, shared mailboxes and permissions
Administer SharePoint and OneDrive
Perform Microsoft 365 tenant-to-tenant migrations
Migrate users, Exchange Online mailboxes and shared mailboxes
Assist with SharePoint, OneDrive and file migrations
Configure users, groups, licences and permissions
Troubleshoot Active Directory and Group Policy
Troubleshoot DNS, DHCP, TCP/IP and general networking issues
Support firewalls, switches, wireless networks and VPNs
Support Windows Server environments
Basic Hyper-V and virtual machine administration
Monitor backups and perform/verify restores
Patch and maintain endpoints and servers
Document client environments, solutions and procedures
Escalate critical issues appropriately
Security Experience

Experience with our security stack would be highly regarded:

SentinelOne Complete
Huntress ITDR / SIEM
ThreatLocker
Axcient Microsoft 365 Backup
Check Point Harmony Email
Microsoft Defender
Microsoft Entra ID security, MFA and Conditional Access

You do not need to have experience with every product above, but strong endpoint security and Microsoft 365 security experience is important.

MSP Experience Is Important

We are specifically looking for someone who understands how an MSP operates.

You should be comfortable with:

Supporting multiple clients and environments
Working from a PSA/ticketing system
Prioritising tickets based on urgency and impact
Remote monitoring and management tools
Accurate time and ticket documentation
Following SOPs while also being able to troubleshoot independently
Working within SLAs
Recognising when an issue needs escalation
Taking ownership rather than waiting to be told what to do next
Communication & Customer Service

Excellent spoken and written English is essential.

You will communicate directly with Australian customers, so we need someone who is:

Friendly and professional
Confident speaking with customers
Patient with non-technical users
Able to explain technical issues clearly
Comfortable making and receiving support calls
Proactive with customer updates
Calm when dealing with urgent problems
What We're Looking For

Ideally you will have:

3+ years professional IT support experience
Previous MSP experience
Strong Microsoft 365 administration experience
Strong Intune and Entra ID experience
Experience building Microsoft 365 environments from scratch
Experience performing tenant-to-tenant migrations
Strong Windows troubleshooting skills
Good networking knowledge
Experience supporting Windows Server environments
Understanding of cybersecurity best practices
Excellent troubleshooting and problem-solving skills
Excellent written and spoken English
Reliable internet connection and working environment

Most importantly, we need someone who is reliable, available and responsive during their agreed working hours.

We don't want someone who simply waits for tasks to be assigned. We want someone who watches the queue, sees a problem come in, takes ownership and starts working on it.

To Apply

Please include:

How many years you have worked for an MSP.
Your Microsoft 365 experience.
Your experience with Intune and Entra ID.
Whether you have built a Microsoft 365 tenant from scratch.
Details of any tenant-to-tenant migrations you have personally performed.
Which of the security products listed above you have used.
Your experience with Windows Server, networking and firewalls.
The PSA/RMM platforms you have used.
An example of a difficult technical problem that you personally diagnosed and resolved.
Your current employment situation and availability.
Your expected monthly salary in PHP.

Please don't simply send a generic application. Tell us what you have actually administered yourself, particularly within Microsoft 365, Intune and MSP environments.

This is an opportunity for the right person to become an important part of a growing Australian MSP and take on greater technical responsibility as the business grows.