L2 Engineer (MSP)

About the role

We are seeking a highly skilled Level 2 Engineer with strong Managed Services Provider (MSP) experience to act as a senior technical resource for our Service Delivery team. This role combines advanced technical support, project delivery, solution design, and client relationship management. You will be the primary technical contact for a portfolio of clients, ensuring their environments remain secure, stable, scalable, and aligned with best practices. You will also play a key role in client onboarding projects, infrastructure upgrades, Cloud migrations, security initiatives, and mentoring junior engineers.

Key responsibilities

• Act as the primary technical engineer for a portfolio of managed service clients and build trusted relationships with client stakeholders
• Provide strategic technical guidance and recommendations to ensure client environments align with Essential Tech standards and best practices
• Participate in client onboarding and service transition activities
• Serve as the final escalation point for Level 1 engineers and perform advanced troubleshooting and root cause analysis
• Resolve complex Microsoft 365, Azure, networking, virtualization, and security issues
• Lead major incident investigations and remediation activities
• Deliver infrastructure, migration, onboarding, and modernization projects
• Execute Microsoft 365 migrations, Azure deployments, server upgrades, and network refresh projects
• Work closely with the Projects Team and Account Management Team to ensure successful delivery outcomes
• Implement security best practices across client environments and assist with Microsoft security hardening and compliance initiatives

About you

• Minimum 5 years' experience in IT Support
• Minimum 2 years' experience in a Level 2 or Senior Engineer role
• Proven experience working within a Managed Services Provider (MSP) environment
• Experience delivering client onboarding and transition projects
• Strong Microsoft 365 administration and troubleshooting experience
• Strong Azure administration and cloud migration experience
• Experience with Windows Server, Active Directory, DNS, DHCP, Group Policy, and virtualization platforms
• Strong networking knowledge including firewalls, switching, wireless, VPNs, and security solutions
• Experience using RMM, PSA, and documentation platforms
• Excellent communication and stakeholder management skills

About us

At Essential Tech, we're more than just IT support. We're a team that values Respect, Support, Friendliness, Engagement, Proactivity, and Transparency in everything we do. Since 2007, we've been helping Australian businesses leverage technology to grow, improve security, and operate more efficiently.