Level 1.5 / Level 2 Support Engineer

We are seeking a proactive and technically capable Level 1.5/2 Engineer to join a dynamic Service Delivery team supporting a diverse client environment. This role is ideal for an experienced support professional who thrives in a fast-paced managed services environment and enjoys troubleshooting complex technical issues while delivering exceptional customer service.

You will act as an escalation point for Level 1 engineers, contribute to automation and process improvements, and play a key role in maintaining and supporting client infrastructure across cloud, server, networking, and security environments.

You will be working with an established Australian IT services provider specialising in managed IT services, technical support, cybersecurity, and business technology solutions. Supporting small to medium-sized businesses across regional Australia, the organisation is known for delivering reliable, scalable, and customer-focused IT services while maintaining a strong commitment to operational excellence and proactive support.

• Minimum 3 years of hands-on experience within a Managed Services Provider (MSP) environment
• Proven experience working within SLA-driven support environments
• Strong technical expertise across:
  • Windows Operating Systems
  • Microsoft 365
  • Active Directory
  • Basic networking concepts
  • Experience using service desk and remote support platforms
  • Exposure to or experience with Pia automation tools
  • Strong troubleshooting, analytical, and problem-solving abilities
  • Excellent written and verbal communication skills
  • Ability to work both independently and collaboratively in a fast-paced support environment
  • Strong accountability, ownership, and ticket management capabilities

• Microsoft 365 certifications are advantageous
• ITIL Foundation certification is desirable

• WatchGuardOne
• Ubiquiti Unifi
• Ubiquiti UISP
• ThreatLocker
• Inforcer
• ConnectSecure

• Provide Level 2 technical support through ConnectWise, phone, email, and remote support tools
• Troubleshoot and resolve incidents across Microsoft 365, Azure, server, networking, and security environments
• Support and maintain client infrastructure including servers, workstations, and cloud platforms
• Manage and progress support tickets in alignment with agreed service levels
• Escalate complex issues appropriately while maintaining ownership and accountability for outcomes

• Utilise Pia to automate service desk tasks and improve ticket resolution efficiency
• Monitor, maintain, and optimise Pia automation workflows to ensure reliability and performance
• Contribute to internal process improvements with a focus on ticket triage, queue management, and operational efficiency

• Maintain accurate, timely, and detailed technical documentation
• Ensure tickets and timesheets are logged correctly with proper categorisation and daily updates
• Assist with maintenance and support activities across client environments when required

• Collaborate effectively with both onshore and offshore technical teams
• Support knowledge sharing and contribute to a positive, service-focused team culture
• Provide assistance and guidance to junior engineers where required