Level 2 IT Support Engineer (Hybrid, South Sydney)

About the role

A recruitment consultant is working with an Australian technology business to find an experienced Level 2 IT Support Analyst for its South Sydney team. The role is permanent, pays $75,000 and offers flexible hybrid working. The business supports a range of customers and technical environments and is looking for someone who enjoys troubleshooting and resolving technical issues.

Key responsibilities

• Provide second-level technical support, investigating and resolving escalated issues across hardware, software, user accounts, applications and general IT systems
• Take ownership of technical incidents, troubleshoot complex problems and deliver a high standard of customer service
• Work primarily across Microsoft 365, Windows and Active Directory, handling user administration, application support, device configuration and advanced troubleshooting
• Gain exposure to networking, cloud technologies and infrastructure, working alongside senior engineers on complex issues
• Manage escalated support tickets, maintain accurate technical documentation and help with routine system maintenance and IT administration
• Contribute to continuous improvements and develop technical knowledge through hands-on experience and learning opportunities

Required profile

• Previous experience in a Level 2 IT Support, Service Desk, Desktop Support or similar technical position, ideally within an MSP or IT services environment
• Hands-on experience supporting and troubleshooting Microsoft 365 applications such as Outlook and Teams
• Strong understanding of Windows desktops, including troubleshooting, installation and configuration
• Experience with Active Directory, including user accounts, group policies, permissions and access management
• Good understanding of networking concepts such as DNS, DHCP, IP addressing and connectivity troubleshooting
• Ability to prioritise competing requests, troubleshoot independently and take ownership of issues through to resolution
• Strong communication and customer service skills with technical and non-technical users; proactive problem solver
• Previous experience supporting multiple customer environments is advantageous

Required skills

• Microsoft 365, Windows, Active Directory
• Networking basics (DNS, DHCP, IP addressing)
• IT ticketing systems, incident management and technical documentation
• Exposure to Microsoft Azure, Intune or Windows Server is beneficial

To apply, candidates can apply online or contact the recruiter by email or phone.