IT Field Service Engineer, Level 2 - All IT Services

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

One of our operating companies, All IT Services, is looking for a Field Service Engineer to join their team in Brookvale, Sydney.

This is an exciting opportunity for an experienced Field Service Engineer who enjoys combining hands-on technical work with exceptional customer service. You will split your time between the office and client sites, providing onsite support around three days per week, with the remaining time focused on remote support, technical implementations and project work.

Responsibilities:

• Deliver onsite and remote technical support across cloud, desktop, server and networking environments.
• Troubleshoot and resolve medium to high-complexity technical issues while meeting service level agreements.
• Implement, maintain and support Microsoft 365, Microsoft Entra ID (Azure AD), Microsoft Intune and Windows environments.
• Diagnose and resolve networking and DNS-related issues.
• Perform onsite installations, maintenance, upgrades and project work at client locations.
• Act as an escalation point for Service Desk engineers when required.
• Communicate proactively with clients, providing clear updates and managing expectations throughout the support process.
• Accurately document all work completed, maintaining detailed service notes and contributing to the internal knowledge base.
• Collaborate with the Service Delivery and Projects teams to deliver outstanding client outcomes.
• Mentor junior team members by sharing technical knowledge and best practice.
• Ensure all time and expenses are recorded accurately and submitted within required timeframes.

Skills required

• A minimum of 1-2 years in a Level 2 IT Support role
• Previous experience in a Field Service Engineer, Systems Engineer or Senior Service Desk role, ideally within an MSP environment.
• Strong experience supporting Microsoft 365, Microsoft Entra ID (Azure AD) and Microsoft Intune.
• Solid understanding of Windows desktop and server environments.
• Experience with networking fundamentals, including switches, routers, firewalls and DNS.
• Proven onsite support experience, with confidence working directly with clients.
• Strong troubleshooting and problem-solving skills across cloud, infrastructure and end-user technologies.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• A proactive, customer-focused approach and the ability to work autonomously.
• A current Australian Driver Licence.

Benefits

• Hybrid role combining office-based work with onsite client visits (3-4x a week)
• Fuel allowance provided for client travel.
• Access to shared company vehicles.
• Dedicated professional development time.
• Opportunity to work across a broad range of technologies and projects.
• Supportive, collaborative team environment with genuine opportunities for career growth and technical development.
• Mobile phone allowance.