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Level 2 IT Support
ICT
Company shared salary
NA
Market rate
A$5,833–A$7,500/mo (A$69,996–A$90,000/yr)
Based on similar roles (title + domain + location).
About the Role
We're looking for a Level 2 IT Support Engineer to join a high profile and growing MSP team. This is a hands-on role supporting a range of SME clients across Microsoft 365, servers, virtualisation, networking, security, and telephony environments. You'll be responsible for resolving escalated support issues, performing systems administration tasks, maintaining client infrastructure, and assisting with projects and deployments. This role suits someone who enjoys technical problem solving, takes ownership of issues, and is comfortable working directly with clients.
Responsibilities
- ● Provide Level 2 technical support via phone, remote access, email and onsite.
- ● Troubleshoot and resolve issues across Windows, Microsoft 365, networking, servers and business applications.
- ● Administer and support the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint, OneDrive, Intune and Entra ID.
- ● Build, deploy, maintain and troubleshoot Windows Server and virtualisation environments (Hyper-V and/or VMware).
- ● 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.
- ● Maintain accurate documentation, ticket updates and client records.
- ● Assist with infrastructure upgrades, cloud migrations, hardware refreshes and other project work.
- ● Participate in the after-hours on-call roster as required.
Requirements
- ● Experience in a Level 2 IT Support, Systems Administrator or MSP Engineer role.
- ● Previous experience working within a Managed Services Provider (MSP) environment.
- ● Strong Microsoft 365 administration and troubleshooting experience.
- ● Experience supporting Windows Server, Active Directory and virtualised environments.
- ● Solid networking knowledge including TCP/IP, DNS, DHCP, VLANs, VPNs, switches, routers and firewalls.
- ● Experience supporting telephony solutions such as 3CX or Microsoft Teams Calling.
- ● Strong troubleshooting and problem-solving skills.
- ● Excellent communication and customer service skills.
- ● Current Driver's Licence.
- ● Experience with ConnectWise, SolarWinds RMM or similar MSP tools.
- ● Exposure to Azure and cloud infrastructure.
- ● Backup, disaster recovery and cyber security experience.
- ● Microsoft, Azure or networking certifications.
- ● A strong Level 2 engineer with a solid systems administration background.
- ● Someone who enjoys working across multiple technologies and client environments.
- ● A balance of technical capability and people skills. We value EQ as much as IQ.
- ● A proactive self-starter who takes ownership and follows issues through to resolution.
- ● A team player with a genuine passion for technology and continuous learning.
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