Level 2 IT Support Engineer

About the role

This is a hands-on Level 2 technical role supporting a broad range of clients and technology environments. You will provide escalated technical support, troubleshoot complex issues, administer Microsoft 365 and server environments, maintain network infrastructure and contribute to client projects and technology improvements. You will work closely with Level 1 and Level 3 engineers, while also dealing directly with clients. The role will suit someone who enjoys solving problems, takes ownership of issues and wants exposure to a broad range of technologies.

Key responsibilities

• Provide Level 2 technical support via phone, email, remote access and onsite.
• Troubleshoot and resolve issues across Windows, Microsoft 365, servers, networking and business applications.
• Administer and support Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, Intune and Entra ID / Azure AD.
• Support Windows Server, Active Directory and virtualised environments.
• Build, configure, maintain and troubleshoot Hyper-V and/or VMware environments.
• Configure and support network infrastructure including switches, routers, wireless access points, firewalls and VPNs.
• Support telephony and collaboration platforms including 3CX and Microsoft Teams Calling.
• Monitor backups, infrastructure health, security alerts and system performance.
• Diagnose hardware, software, networking and connectivity issues.
• Maintain accurate documentation, ticket notes and client records.

About you

• Demonstrated experience in a Level 2 IT Support, Systems Administrator or MSP Engineer role.
• Previous experience working within an MSP environment.
• Strong Microsoft 365 administration and troubleshooting experience.
• Experience supporting Windows Server and Active Directory.
• Experience with virtualisation technologies such as VMware and/or Hyper-V.
• Strong networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, switching, routing, firewalls, and wired and wireless networks.
• Strong troubleshooting and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to communicate technical information to both technical and non-technical stakeholders.
• Strong customer service focus.

About us

We are a growing and respected IT Managed Services Provider delivering technology solutions and support to a diverse range of SME and mid-market organisations across Australia. Our team is passionate about technology, customer service and solving complex IT challenges.