L2 IT Support Engineer

We're looking for a customer-focused L2 IT Support Engineer to join a leading Australian Managed Services Provider (MSP), supporting businesses across Microsoft cloud, workplace technology, and modern IT environments.

In this role, you'll become the primary technical support contact for one of our key customers, providing day-to-day support across Microsoft 365, Windows devices, user administration, and business applications. You'll build strong relationships with end users, resolve technical issues, and help ensure their technology enables them to work productively every day.

This is an excellent opportunity for someone with Level 1.5 or Level 2 support experience who enjoys solving technical problems, delivering exceptional customer service, and continuing to grow their technical expertise within a collaborative MSP environment.

About the Client

You'll be joining an Australian Managed IT Services Provider that partners with businesses to deliver reliable technology support, cloud services, and modern workplace solutions.

The team specializes in Microsoft 365, cloud infrastructure, end-user computing, networking, and managed IT services, helping customers maximize productivity while providing responsive, high-quality technical support. Working within a collaborative remote team, you'll have the opportunity to develop your technical skills while supporting a diverse range of business technologies.

Ideal Profile

We're looking for someone who has:

• Previous experience in Level 1.5, Level 2 Service Desk, or Internal IT Support.
• Experience supporting Microsoft 365 environments.
• Strong knowledge of Windows desktop and laptop troubleshooting.
• Experience with user onboarding, offboarding, and identity management.
• Experience supporting users via phone, email, and remote support tools.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests while maintaining excellent attention to detail.
• Comfortable working independently while collaborating with a remote team.
• Previous MSP experience will be highly regarded.

Responsibilities

Customer Support

• Act as the primary technical support contact for an assigned customer.
• Provide technical support via phone, email, remote support tools, and the ticketing platform.
• Investigate and resolve desktop, application, user, and access-related issues.
• Maintain ownership of support requests through to resolution or appropriate escalation.
• Build trusted relationships with customer users through responsive, high-quality support.

User Administration

• Complete user onboarding and offboarding activities.
• Create, modify, and disable user accounts.
• Manage Microsoft 365 licences, security groups, and permissions.
• Support password resets, Multi-Factor Authentication (MFA), and identity management.
• Coordinate user access and device provisioning for new and departing employees.

Microsoft 365 Administration

• Administer Microsoft 365 user environments.
• Support Exchange Online, Outlook, Microsoft Teams, OneDrive, and SharePoint.
• Resolve email, collaboration, calendar, and file-sharing issues.
• Manage shared mailboxes, Microsoft 365 groups, and user permissions.
• Assist with Microsoft Entra ID administration.

Business Application Support

• Support customer-specific business applications.
• Manage user access and routine application administration.
• Follow documented procedures and coordinate vendor escalation when required.
• Maintain accurate documentation for customer environments.

End User & Workplace Technology

• Troubleshoot Windows desktops, laptops, printers, and workplace peripherals.
• Perform workstation setup, software installations, and device configuration.
• Support VPN and remote access technologies.
• Complete basic hardware upgrades including RAM and SSD replacement.
• Escalate complex server, infrastructure, and networking issues when required.

Documentation & Team Collaboration

• Maintain accurate ticket notes and customer documentation.
• Update knowledge bases and IT documentation platforms.
• Follow established ticket management and escalation processes.
• Collaborate closely with service coordinators and senior engineers.
• Provide support across additional customer environments during periods of increased demand.

Essential Skills & Technologies

• Microsoft 365 Administration
• Exchange Online
• Microsoft Outlook & Office
• Microsoft Teams
• SharePoint
• OneDrive
• Microsoft Entra ID (Azure Active Directory)
• Windows Desktop Support
• User Administration
• Remote Support Tools
• Ticket Management Systems
• IT Documentation Platforms
• VPN Troubleshooting

Nice to Have

• ConnectWise ScreenConnect
• ConnectWise Automate
• Active Directory
• Windows Server Administration
• PowerShell
• Printer & Peripheral Support
• Hardware Upgrades
• Experience supporting business applications
• Previous MSP experience

How We Take Care of Our Team

💰 Get paid in Australian Dollars

🏥 Medical insurance from day one for you + spouse (or parents if unmarried)

🩺 Generous OPD coverage for everyday healthcare needs

🏡 Home office setup allowance to build your ideal workspace

🌐 Internet allowance to keep you connected

💪 Gym & wellness allowance to support your wellbeing

🎉 Regular team events and engagement activities

🧠 Diji Assist – Mental health and counselling support

📚 Industry certification reimbursement to support your professional growth

🗣️ Open-door culture where your ideas and feedback matter

🌍 Flexible work options – work from home or office

🏆 Rewards and recognition that celebrate great work

🥳 Christmas and financial year-end celebrations with the team