ABOUT THE ROLE

We seek an experienced L3 Network & MSP Support Engineer to provide advanced technical support for enterprise clients. You’ll be the first-line escalation for complex tickets, troubleshoot issues across hybrid cloud environments, and mentor junior support staff. This is a dedicated shift role focused on resolving customer incidents and maintaining service excellence.

Locations: India, Fiji, Malaysia, Thailand, or Philippines

PRIMARY RESPONSIBILITIES

Ticket Management & Escalation

Own complex P1/P2 tickets escalated from L1/L2 teams. Troubleshoot and resolve network, cloud, identity, and security issues. Provide accurate technical documentation for each ticket. Meet and exceed SLA response/resolution times. Escalate appropriately when needed.

Technical Support - Networking

Diagnose and resolve routing, switching, firewall, VPN, and WiFi connectivity issues. Troubleshoot WAN performance and site-to-site connectivity. Support DNS/DHCP problems. Resolve network-related client outages.

Technical Support - Cloud

Troubleshoot AWS and Azure connectivity and configuration issues. Support EC2/VM connectivity, security group/NSG problems, and IAM access issues. Resolve VPN and hybrid cloud connectivity failures.

Technical Support - Microsoft 365 & Identity

Resolve Exchange Online, SharePoint, and Teams service issues. Troubleshoot Intune enrollment and device management problems. Support Entra ID authentication and MFA issues. Troubleshoot Okta SSO and IAM problems.

Technical Support - Security

Respond to EDR/MDR alerts and security events. Investigate SIEM alerts and false positives. Support backup/disaster recovery issues and test recovery procedures. Troubleshoot vulnerability scanning findings.

MSP Operations

Monitor and maintain RMM platforms (NinjaOne). Work PSA systems to document work and track time accurately. Create and update knowledge base articles for common issues. Follow ITIL/ITSM incident processes and documentation standards. Ensure proper ticket documentation for handoff to other shifts.

Team Support

Mentor L1/L2 engineers on complex issues. Share knowledge through documentation and informal coaching. Participate in team training on new tools/processes. Contribute to process improvements that reduce ticket volume.

REQUIRED QUALIFICATIONS

Networking

Strong OSI model understanding. Ability to troubleshoot routing (BGP, OSPF), switching (VLAN, STP), and firewall (Cisco ASA, Palo Alto, Fortinet) issues. Understand WAN/VPN technologies, WiFi, DNS/DHCP. Familiar with network monitoring tools (PRTG, Datadog, Splunk).

Cloud Platforms

Hands-on AWS and Azure experience troubleshooting real-world issues. Understand VPC/VNet, EC2/VM, security groups/NSGs, IAM basics. Experience with hybrid connectivity (Direct Connect, ExpressRoute).

Microsoft Ecosystem

Support experience with Exchange Online, SharePoint, Teams. Troubleshoot Intune device enrollment and policies. Support Entra ID authentication issues, conditional access, MFA. Okta or similar IAM platform experience.

Security

Familiarity with EDR/MDR tools (Defender for Endpoint, Huntress) and alert investigation. Support SIEM log review. Understand backup/disaster recovery concepts and tools. Vulnerability scanning basics.

MSP Tools

Proficiency with RMM platforms (ConnectWise ScreenConnect, Datto RMM, Kaseya, NinjaOne). Experience with PSA systems (ConnectWise Manage, Autotask). Understand ITIL/ITSM incident and documentation processes.

Scripting

Basic PowerShell for troubleshooting Active Directory, Exchange, and Intune issues. Bash/shell command line comfort for Linux troubleshooting. Basic understanding of automation concepts (not advanced coding required).

Operating Systems

Windows Server administration basics. Active Directory and Group Policy understanding. Linux (RHEL, Ubuntu) command-line comfort. Windows and Linux troubleshooting skills.

Soft Skills

Strong communication with clients and junior staff. Ability to explain technical issues clearly. Organized and detail-oriented. Comfortable working a dedicated evening shift with focus and consistency.

PREFERRED QUALIFICATIONS

CompTIA Security+, CompTIA Network+, AWS Cloud Practitioner, Azure Fundamentals, ITIL Foundation. 5+ years support experience in enterprise environments. 2+ years MSP ticket-handling experience. Experience with multiple RMM/PSA platforms.

EXPERIENCE REQUIRED

Minimum 5 years technical support experience with enterprise infrastructure (networking, cloud, Microsoft 365, or security). At least 2 years hands-on MSP help desk or support environment experience. Proven troubleshooting skills across multiple technology domains. Experience supporting customers in regulated industries a plus.

PERFORMANCE EXPECTATIONS

First-time ticket resolution rate 50+. P1 resolution less than 2 hours; P2 resolution 2-4 hours. CSAT rating 4.0+/5.0 on all tickets. SLA compliance 95+. Contribute 2+ knowledge base articles monthly. Mentor 1-2 junior staff regularly. Identify 1-2 process improvements quarterly.