IT Onsite Support Engineer, Level 2

About the role

Concept Data, an operating company of Lyra Technology Group, is looking for an experienced IT Onsite Support Engineer to join its Adelaide team. You will provide professional, responsive technical support to SME clients, onsite and remotely, troubleshooting and resolving issues, performing infrastructure maintenance and deployments, and contributing to a positive client experience. You will work closely with the Service Desk, Projects, Account Management and senior engineering teams.

Key responsibilities

• Provide onsite and remote technical support, diagnosing and resolving hardware, software, networking, Microsoft 365 and business application issues.
• Respond promptly to critical incidents, including site-down issues requiring onsite attendance.
• Install, configure and maintain approved hardware, software and peripherals; complete workstation rollouts, hardware replacements and user transitions.
• Perform software updates, maintenance and assigned project tasks, and liaise with internet and telecom providers to resolve client issues.
• Manage support tickets through to resolution or escalation, document findings accurately, and keep time entries and billable work correct.
• Communicate clearly with clients, identify recurring issues, security risks and improvement opportunities, and follow security, change management, access and risk processes.

Required profile

• 2+ years' experience in an MSP, IT services or technical support environment.
• Onsite technical support experience with SME clients.
• Service management or ticketing system experience and accurate technical documentation.
• Current Australian driver's licence and Australian citizenship or permanent residency.
• Desirable: Managed service provider experience, exposure to Microsoft Intune, Entra ID, Azure and Windows Server, knowledge of backup, endpoint security, virtualisation and networks, and relevant certifications.

Required skills

• Strong Microsoft 365 and Windows desktop experience.
• Hardware, software, networking and internet troubleshooting.
• Excellent customer service, communication, problem-solving and time-management skills.

What we offer

• Ongoing professional development and certification opportunities.
• Exposure to managed services, cloud technologies, cybersecurity, compliance and project delivery.
• Flexible work arrangements and a supportive team environment.