Technical Support Engineer

Level 2 ICT Support Engineer

Brisbane | $85,000–$95,000 base + super

We’re recruiting a Level 2 ICT Support Engineer for a Brisbane-based managed services team. This is a hands-on support role for someone who enjoys solving problems across different customer environments and taking ownership of tickets through to resolution.

The team is looking for an MSP all-rounder : an engineer with broad technical capability who is comfortable moving between Microsoft 365, networking, infrastructure and endpoint issues. You’ll also work closely with Level 1 engineers, helping them troubleshoot and develop their skills.

What you’ll be doing

• Own and resolve escalated support tickets across multiple customer environments.
• Troubleshoot Microsoft 365, identity, endpoint, networking and infrastructure issues.
• Investigate the cause of recurring problems and document clear fixes.
• Communicate directly with customers, keeping them informed as issues progress.
• Support and mentor Level 1 engineers, including helping with escalations.
• Work with the wider managed services team to maintain a reliable, responsive service.

What we’re looking for

• Experience in a managed services provider or similar multi-customer support environment.
• Genuine hands-on Level 2 support experience, including ownership of tickets from investigation to resolution.
• Working knowledge across Microsoft 365 and a broader mix of networking, servers, endpoints and infrastructure.
• Strong troubleshooting skills and the confidence to investigate issues outside one specialist area.
• Clear customer communication and a practical, team-focused approach.
• An interest in sharing knowledge and helping less experienced engineers develop.

You may currently be called a Service Desk Engineer, IT Support Engineer, Desktop Support Engineer or Systems Engineer. What matters most is that hands-on customer support is a substantial part of your role and you enjoy the variety of an MSP environment.

Salary and opportunity

The salary for an experienced Level 2 engineer is $85,000–$95,000 base plus super, depending on experience.

We’re also open to speaking with strong Level 1 or Level 1.5 engineers who have an excellent customer service mindset and a solid technical foundation. For someone developing into Level 2, the salary would be closer to $70,000 base plus super.

If you enjoy owning tickets, working with customers and solving a broad range of technical problems, we’d like to hear from you.