James Christopher P.

Looking for an experienced IT Support Engineer who understands how MSPs operate? I'm an IT Support Engineer with 12+ years of hands-on IT experience, including working with Australian and US Managed Service Providers (MSPs). I specialize in Level 1 and Level 2 technical support, Microsoft 365 administration, endpoint management, and troubleshooting across multiple client environments. Beyond day-to-day help desk support, I also have experience in Technical Account Management (TAM), white-label MSP support, client service reviews, and technical documentation. I understand that running a successful MSP isn't just about resolving tickets. It's about meeting SLAs, maintaining strong client relationships, identifying recurring issues, and keeping IT environments running smoothly. **IT Help Desk & Technical Support** - Level 1 and Level 2 remote IT support - Windows 10/11 and macOS troubleshooting - Active Directory & Group Policy - VPN, network connectivity and shared drive troubleshooting - Software installation, configuration and application support - Printer, scanner and peripheral troubleshooting - User onboarding, offboarding and access management - Ticket triage, escalation, SLA management and resolution documentation ** Microsoft 365 & Cloud Administration** - Microsoft 365 administration and license management - Exchange Online, Outlook, Teams, SharePoint and OneDrive - Microsoft Entra ID (Azure AD), MFA and Conditional Access - Microsoft Intune and endpoint management - Shared mailboxes, distribution lists, permissions and email forwarding - Microsoft Defender, email security, spam filtering and quarantine management - Microsoft 365 troubleshooting and migration-related support **Technical Account Management (TAM) & Client Reviews** I have hands-on experience conducting regular TAM meetings with MSP clients, acting as a technical point of contact and helping them proactively manage their IT environments. My responsibilities have included: - Conducting monthly technical account management meetings and service reviews - Reviewing Microsoft 365 licensing, subscriptions and licensing requirements - Identifying aging or outdated computers and recommending hardware upgrades or replacements - Reviewing recurring technical issues and identifying long-term solutions - Discussing outstanding, critical and high-priority support tickets - Reviewing client concerns, feedback and upcoming IT requirements - Coordinating licensing changes, billing-related updates and service requests - Providing technical recommendations to improve IT reliability and performance - Following up on agreed action items and coordinating with the MSP support team **White-Label MSP Support & Operations** - Delivering remote IT support while representing the MSP's brand - Communicating professionally with clients as part of their outsourced IT team - Managing multiple client environments and support requests - Providing overflow help desk and ongoing technical support - Working independently while following established MSP processes - Creating technical documentation, SOPs and knowledge base articles - Supporting service delivery and maintaining positive client relationships MSP Tools & Technologies PSA & Ticketing: HaloPSA, ServiceNow, Autotask, SuperOps, Syncro RMM & Remote Support: Datto RMM, SyncroMSP, ScreenConnect, AnyDesk, TeamViewer, Quick Assist Microsoft Technologies: Microsoft 365, Exchange Online, Entra ID, Intune, Active Directory, SharePoint, Teams, OneDrive Networking & Security: Sophos, Fortinet, Zyxel, Cato Networks, VPN, Microsoft Defender VoIP & Communications: 3CX, Dial pad administration and troubleshooting, Documentation: Technical SOPs, knowledge base articles, troubleshooting guides and process documentation Why Work With Me? - 12+ years of hands-on IT support experience - Experience supporting US & Australian MSPs and their clients - Strong background in Microsoft 365 and L1/L2 technical support - Actual experience conducting TAM meetings and client service reviews - Comfortable working across multiple client environments - Strong ticket ownership, troubleshooting and escalation skills - Professional communication with technical and non-technical users - Able to work independently or integrate into an existing MSP team - Proactive approach to identifying issues and documenting solutions - Flexible in handling technical support, documentation and client-facing responsibilities Open to ongoing help desk support, Microsoft 365 administration, white-label MSP support, technical account management, and other MSP-related responsibilities. If you're an Australian MSP owner looking for a dependable engineer who can handle technical support, communicate confidently with clients, and contribute beyond the help desk, let's connect and discuss how I can support your team.