About the Role
We are seeking a skilled and proactive Level 2/3 IT Support Engineer to provide advanced technical support across client environments. You will be responsible for troubleshooting complex technical issues, managing escalations, supporting Microsoft technologies, maintaining infrastructure, and delivering reliable solutions that keep customers productive.

This role is ideal for an experienced MSP professional who combines strong technical capability with excellent customer service and communication skills. You will work across a broad technology landscape, taking ownership of issues and contributing to the continuous improvement of IT services.

About the Client
You will be working with an established technology services provider that delivers tailored IT support and managed technology solutions to businesses across Australia and New Zealand. The organisation has built its reputation around customer satisfaction, responsive technical support, and helping businesses navigate the technology landscape to achieve long-term IT success.

Ideal Profile

Experience & Technical Expertise

• 3+ years of experience in an MSP, IT support, or technical services environment
• Strong Level 2/3 troubleshooting and escalation experience
• Experience supporting Microsoft 365, Windows Server, Active Directory, and endpoint environments
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, VLANs, switches, and firewalls
• Experience with cloud platforms and virtualisation technologies
• Familiarity with backup, monitoring, security, and remote management solutions
• Experience using ConnectWise, Kaseya, or similar PSA/RMM platforms is advantageous
• Relevant Microsoft, Cisco, CompTIA, or other industry certifications are highly regarded

Soft Skills

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Customer-focused approach with a commitment to high-quality service
• Ability to manage multiple priorities and technical issues effectively
• Strong ownership and accountability from initial diagnosis through to resolution
• Proactive approach to identifying recurring issues and opportunities for improvement
• Comfortable working independently while collaborating effectively with wider technical teams

Responsibilities

Technical Support & Troubleshooting

• Provide Level 2/3 technical support across customer environments
• Diagnose and resolve complex hardware, software, network, server, and cloud issues
• Manage escalated incidents through to resolution or appropriate technical handover
• Conduct root-cause analysis and implement practical, sustainable solutions
• Provide clear technical updates to customers and internal stakeholders

Microsoft & Infrastructure

• Administer and support Microsoft 365, Windows Server, Active Directory, and endpoint environments
• Support user accounts, permissions, email, shared resources, and Microsoft services
• Assist with server maintenance, patching, upgrades, and infrastructure improvements
• Support virtualised environments, backup systems, and disaster recovery solutions

Network & Security

• Troubleshoot and maintain customer network infrastructure, including routers, switches, wireless, VPNs, and firewalls
• Support network security and endpoint protection technologies
• Monitor system health, security alerts, and infrastructure performance
• Assist with security improvements, access controls, and best-practice implementations

Project & Client Support

• Contribute to infrastructure, cloud, Microsoft 365, security, and technology improvement projects
• Assist with system migrations, upgrades, deployments, and implementation activities
• Work directly with customers to understand technical requirements and provide appropriate solutions
• Build strong customer relationships through professional communication and dependable service

Documentation & Continuous Improvement

• Maintain accurate technical documentation, tickets, procedures, and knowledge articles
• Identify recurring technical issues and recommend improvements
• Contribute to automation and process optimisation where appropriate
• Share technical knowledge with colleagues and support the development of internal standards and procedures

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 from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones