We Do Virtual Assistants
We Do Virtual Assistants is seeking a highly skilled and self-driven IT Support Engineer (Level 2–3\) to primarily support our Australian IT services provider client while also providing occasional internal IT support to the We Do Virtual Assistants team as needed. This is an excellent opportunity for an experienced IT professional who thrives in a dynamic environment, can work independently, and is committed to delivering exceptional technical support and customer service. This role goes beyond traditional helpdesk support. You will take ownership of support tickets from initial diagnosis through resolution, maintain and enhance the client's ConnectWise environment, ensure technical documentation remains accurate and up to date, and serve as a trusted technical resource for both clients and internal stakeholders. The ideal candidate is technically proficient, highly organized, proactive, and dedicated to delivering high-quality outcomes. Strong communication skills are essential, as you will regularly interact with clients and colleagues to provide clear, professional, and effective support. As part of a growing Australian IT services company, you will have the opportunity to make a meaningful impact by improving processes, strengthening documentation, and helping build a scalable and efficient support operation. Your expertise will play a vital role in supporting client success, enhancing service delivery, and contributing to the continued growth of the business. What You'll Do Helpdesk \& Ticket Management Work the ConnectWise Manage queue — triage, update, escalate, and close tickets with clear time entries and notes at every step Develop automation and AI Agents to handle the majority of L1 issues to focus on deeper OS faults, application errors, M365 problems, network and connectivity issues Maintain SLA compliance across all active tickets; flag risks early rather than letting them slip Communicate professionally with clients throughout — set expectations, provide updates, confirm resolution Know how to work with a wider team to pass on tasks needing other team members assistance ConnectWise Administration Keep ConnectWise Manage clean and consistent: board hygiene, interested in building AI agents to correct statuses, accurate time entries, complete ticket notes Build and maintain automation rules, alert configurations, and workflow templates within ConnectWise Automate (or equivalent RMM) Respond to RMM alerts — offline devices, failed backups, disk space warnings, patch failures — and resolve or escalate appropriately Look into critical Azure/Microsoft/Cyber alerts Assist in onboarding new clients into ConnectWise: setting up agreements, configurations, and monitoring profiles Documentation Own and maintain client documentation in IT Glue (or equivalent) — network diagrams, credentials, runbooks, standard procedures Document every non-trivial fix so the next engineer doesn't start from scratch Identify gaps in existing documentation and proactively fill them Create and maintain internal SOPs for repeatable tasks Create useful guides for customers to reduce the work for us and complexity for the client. Endpoint \& User Administration Microsoft 365: mailboxes, licensing, Teams, SharePoint, Exchange issues Azure AD / Entra ID: user provisioning, group management, conditional access policies, MFA rollouts Endpoint management: patching, antivirus (e.g. Microsoft Defender layers with Huntress/Backpoint), device compliance Basic Active Directory — GPO troubleshooting, account management, OU structure Networking \& Infrastructure (L3 scope) DHCP, DNS, VLAN, VPN configuration and troubleshooting Firewall administration — Fortinet, SonicWall, or Meraki (rule changes, monitoring, basic config) Windows Server administration: roles, backups, event logs Backup and DR monitoring — verify jobs, test restores, escalate failures (Veeam, Datto, or similar) Support cloud migrations and M365 tenant setups as project work arises Internal IT Support (Additional Scope) Set up new Dell laptops and configure virtual machines for our team Provide ad-hoc IT support as requested — this is a small, defined scope on top of your primary responsibilities. What We're Looking For Must-Have Requirements: 5-10\+ years in an MSP environment — you understand the multi-client juggle Solid hands-on experience with ConnectWise Manage (ticketing, agreements, boards) Strong Microsoft 365 and Azure AD/Entra administration skills Comfortable with RMM tools and alert-based workflows Clear, professional written English — you'll be communicating directly with clients and writing documentation others rely on Organised and methodical — you close loops, you document, you don't let things fall through cracks Highly Valued ConnectWise Automate Administrator experience IT Glue or HUDU documentation experience Firewall experience (WatchGuard Cloud and Onprem, Meraki) Windows Server and backup/DR exposure Any relevant certifications: (Experience trumps certs) Microsoft (MS-900, AZ-900, MS-102\), CompTIA (Network\+, Security\+), or vendor equivalents Pay: Php65,000\.00 - Php85,000\.00 per month Benefits Paid training Promotion to permanent employee Work from home Work Location: Remote
We Do Virtual Assistants
