Modern Work & Security Engineer

• Provide hands-on support across Microsoft 365, endpoint management, identity and security.
• Resolve common and moderately complex issues for managed services clients.
• Support operational administration, project tasks and continual service improvement.

Role Overview

The Level 1.5–2 Modern Work & Security Engineer is a hands-on technical support role responsible for assisting with the day-to-day support, administration and improvement of secure Microsoft Modern Workplace environments for managed services clients across Australia.

This role provides advanced Level 1 and developing Level 2 support across Microsoft 365, Intune, Entra ID, Defender, Exchange Online, SharePoint, Teams, endpoint management and related security controls. The position is customer-facing and requires strong troubleshooting, clear communication, good documentation habits and the ability to work effectively across service desk, project and escalation teams.

The role is aligned to the ANZ IT MSP market, where a Level 1.5–2 engineer is expected to provide reliable multi-client support, resolve common and moderately complex issues, follow established processes, contribute to documentation and escalate effectively when deeper technical ownership is required.

Managed Services Support & Escalation Handling

• Provide Level 1.5–2 support across Modern Work, Microsoft 365, endpoint, identity and security services for managed services clients.
• Investigate and resolve common and moderately complex issues across Exchange Online, SharePoint Online, OneDrive, Teams, Intune, Windows 10/11, Entra ID, MFA and Conditional Access.
• Triage incidents, service requests and alerts accurately, applying agreed troubleshooting steps before escalation.
• Escalate complex or high-risk issues to Level 3 engineers with clear notes, evidence, impact assessment and actions already taken.
• Maintain timely ticket updates, client communications and internal notes in line with MSP service management standards.Support incident, request and change activities in line with ITIL-aligned MSP processes and agreed client SLAs.

Operational Administration & Project Assistance

• Administer user accounts, groups, mailboxes, permissions, devices and common Microsoft 365 service settings under approved processes.
• Assist with Intune, Autopilot, device enrolment, application deployment, compliance policy and endpoint configuration activities.
• Support delivery of standard changes, small project tasks, onboarding activities, endpoint refresh tasks and Modern Workplace uplift work.
• Complete testing, validation and post-change checks for approved Microsoft 365, endpoint and security changes.
• Create and maintain knowledge base articles, support notes, standard operating procedures and handover documentation.

Security Support & Continuous Improvement

• Apply security-first support practices across user access, endpoint, identity, collaboration and data protection services.
• Assist with Microsoft Defender, MFA, Conditional Access, device compliance, endpoint protection and baseline security configuration checks.
• Monitor and respond to common security alerts, suspicious sign-in activity, device compliance issues and endpoint health concerns using approved runbooks.
• Identify repeat issues, documentation gaps and automation opportunities, and raise improvement recommendations to senior engineers or practice leads.
• Contribute to continual service improvement by improving ticket quality, knowledge sharing and consistency of operational support.

Key Performance Indicators (KPIs)

Ticket Quality, Escalation Hygiene & SLA Performance

• Resolve assigned Level 1.5–2 incidents and service requests within agreed SLAs and with accurate client communication.
• Escalate issues with clear impact, troubleshooting notes, screenshots, logs and recommended next actions.

Operational Delivery & Documentation Quality

• Complete assigned administration, support and project assistance tasks to agreed quality and timeframes.
• Maintain accurate knowledge base articles, ticket notes, change records and operational handover information.

Client Experience & Capability Growth

• Provide professional, timely and helpful communication to clients, service delivery teams and internal stakeholders.
• Demonstrate ongoing technical development through learning, certification progress, mentoring and increasing ownership of Level 2 work.

Qualifications and Experience

Skills

• Good working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint Online, OneDrive, Teams, user accounts, groups, licensing and mailbox support.
• Developing capability across Intune, Autopilot, device enrolment, compliance policies, application deployment and Windows 10/11 endpoint support.
• Foundational to intermediate understanding of Entra ID, MFA, Conditional Access, identity lifecycle, hybrid identity concepts and common authentication issues.
• Practical awareness of Microsoft Defender, endpoint security, device compliance, secure configuration and common security alert handling.
• Sound troubleshooting skills across desktop, Microsoft 365, networking fundamentals, DNS, DHCP, Active Directory, Group Policy and cloud-connected endpoints.
• Basic PowerShell skills or willingness to develop scripting capability for repeatable support and administration tasks.
• Strong customer service, documentation and communication skills, with the ability to manage multiple clients, priorities and tickets in a busy MSP environment.

Experience

• 2+ years’ experience in IT support, service desk, desktop support, Microsoft 365 administration or endpoint support, ideally with exposure to Level 2 work.
• Experience supporting multiple client environments in an APAC MSP, MSSP, professional services or outsourced IT environment is highly desirable.
• Experience with Microsoft 365, Windows endpoints, Intune, Entra ID, MFA, Exchange Online, Teams, SharePoint and basic security administration.
• Experience working with ticketing systems, SLAs, knowledge base articles and ITIL-aligned incident, request and change processes.
• Relevant Microsoft certifications or progress towards certification are desirable, such as MS-900, SC-900, AZ-900, MD-102, MS-102 or equivalent practical experience.

About Fusion5 India

Fusion5 India is our Global Capability Centre (GCC), based in Bengaluru. It works as one with colleagues across Australia and New Zealand to deliver managed services, applications, data and integration solutions to customers.

Fusion5 is a transformation partner helping organisations across Australia and New Zealand unlock value from business applications, AI, cloud, data, integration and managed services.

To apply for this role, please send your resume and cover letter to our Talent Acquisition team, recruitment@fusion5.co.nz.