About the Role

As a L2 Support Engineer - L2 , you will be a key member of the Centralised Services Team, delivering reliable technical support and service outcomes across a managed services environment. You will work closely with senior technical leadership, following established processes while applying strong technical problem-solving, customer service, documentation, and communication skills.

The role focuses on maintaining secure and reliable IT environments, resolving service requests and alerts, supporting Microsoft technologies, driving automation, and continually improving service delivery.

About the Client

You will be working with a professional managed IT services provider that helps businesses maximise the value of their technology through reliable, process-driven IT support. The organisation focuses on aligning systems with best practices, reducing technology risks, and making IT easier for non-technical stakeholders to understand and manage.

Ideal Profile

Experience

• 5+ years of experience in IT infrastructure, systems engineering, or managed services.
• Experience working within an MSP environment.
• Advanced experience with Microsoft technologies.
• Strong customer-facing and customer service capabilities.
• Experience across networking, infrastructure, and security technologies.
• Relevant Microsoft certifications.

Technical Skills

• Advanced Microsoft 365 administration.
• Advanced Microsoft Azure administration.
• PowerShell scripting and automation.
• Security best practices and security operations.
• Networking fundamentals and troubleshooting.
• Endpoint management and device compliance.
• Ability to work within structured operational and support processes.
• Experience with Intune or equivalent endpoint management platforms.
• Understanding of Conditional Access policies.
• Experience working within secure remote environments.

Nice to Have

• Kaseya, Datto RMM, or Datto Secure Edge experience.
• Experience with RMM platforms.
• Microsoft, Azure, networking, CISSP, CISM, or equivalent certifications.
• AI and automation experience.
• Process improvement experience.
• Documentation and knowledge management experience.

Soft Skills

• Strong verbal and written communication.
• Logical, structured troubleshooting and sound escalation judgement.
• Ability to explain technical issues clearly to clients.
• Ability to manage multiple priorities calmly.
• Collaborative approach with a willingness to contribute ideas and support colleagues.
• Commitment to continuous technical and service development.

Responsibilities

Service Request Completion

• Manage assigned service requests according to established processes and schedules.
• Maintain accurate and timely work records, including clear next steps.
• Reschedule work where required and identify opportunities for device replacement.
• Escalate issues in line with defined procedures.

Maintenance Tasks

• Monitor backup success and maintain appropriate backup coverage.
• Manage patching activities and resolve associated issues.
• Address critical vulnerabilities across managed devices.

Alert Responses

• Respond to and escalate alerts to support incident and problem resolution.
• Maintain alert templates to ensure appropriate monitoring coverage.

Continual Improvement & Automation

• Manage tools such as Intune to improve consistency and reduce manual effort.
• Identify opportunities to automate repetitive tasks and improve service efficiency.

Customer Liaison

• Communicate with customers through appropriate channels when working on tickets.
• Provide clear updates explaining progress and relevant next steps.
• Educate customers on IT best practices and established service processes.

3rd Party Vendor Liaison

• Educate third-party vendors on service processes, particularly change control.
• Maintain clear communication with vendors regarding progress.
• Promote relevant industry best practices and their value.

Change Control Management

• Apply change control procedures to changes affecting multiple users or devices.
• Complete required change control and review documentation.
• Participate in change control and review meetings.
• Ensure changes are appropriately documented and managed.

Internal Communication

• Share important technical information and updates with the team.
• Keep senior technical stakeholders informed of job progress.
• Identify and communicate opportunities for improvement.

Documentation

• Update existing documentation following technical changes.
• Create documentation for newly implemented solutions and processes.
• Develop user documentation for repeatable tasks, changes, and new systems.

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