About the Role

We are looking for a L2 IT Engineer to join a people-focused technology team supporting small and mid-sized Australian businesses. You will take ownership of escalated technical issues, keep clients productive, and provide structured troubleshooting across a broad range of IT environments.

This role sits between Level 1 support and Level 3 engineering, with a strong emphasis on technical problem-solving, clear communication, accurate documentation, and continuous improvement.

About the Client

You will be working with a Melbourne-based managed technology partner that helps Australian businesses improve their IT reliability, security, compliance, and overall technology outcomes. The organisation takes a people-first, business-led approach, making technology practical, understandable, and aligned with client needs.

Ideal Profile

Required Experience & Skills

• 2–4 years of experience in IT support, service desk, or managed service provider environments.
• Strong troubleshooting skills across Microsoft 365, Windows endpoints, identity, networking, and common business applications.
• Working knowledge of technologies and platforms such as Datto RMM, Autotask PSA, IT Glue, Huntress, Hornetsecurity, CyberQP, ScalePad, Sophos, Cisco, UniFi, or WatchGuard.
• Strong written and verbal communication skills, with the ability to work effectively with clients, end users, and technical teams.
• Microsoft, networking, or security certifications are advantageous but not essential.

Desirable Strengths

• An interest in data protection, automation, AI, or service optimisation.
• A proactive approach to identifying recurring issues and improving technical processes.
• A desire to progress into a senior technical or client advisory position.
• A strong sense of ownership, attention to detail, and commitment to delivering a positive client experience.

Responsibilities

Core Responsibilities

• Resolve escalated Level 2 incidents and service requests from initial triage through to completion.
• Support client environments spanning Microsoft 365, endpoints, identity, networking, servers, and backup solutions.
• Investigate recurring technical issues and recommend practical solutions or process improvements.
• Maintain accurate ticket updates, technical findings, and documentation relating to client environments.
• Escalate complex issues with clear documentation covering business impact, troubleshooting completed, actions taken, and recommended next steps.
• Support security monitoring by reviewing routine alerts and promptly escalating potential security risks.

Success Measures

• Resolve tickets within agreed service levels while maintaining comprehensive documentation and minimising reopen rates.
• Provide clear, actionable escalations that enable Level 3 engineers and leadership to quickly understand and progress complex issues.
• Keep client documentation accurate, relevant, and up to date.
• Consistently demonstrate ownership, clarity, and care when supporting clients.

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

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