L2 IT Engineer

About the role

We are seeking a motivated L2 IT Engineer to join a people‑focused technology team that supports small and mid‑sized Australian businesses. You will own escalated technical issues, keep clients productive, and provide structured troubleshooting across a broad range of IT environments.

Key responsibilities

• Resolve escalated Level 2 incidents and service requests from triage to completion.
• Support client environments covering Microsoft 365, endpoints, identity, networking, servers, and backup solutions.
• Investigate recurring technical problems and propose practical solutions or process improvements.
• Maintain accurate ticket updates, technical findings, and documentation for each client environment.
• Escalate complex issues with clear documentation of business impact, troubleshooting steps, actions taken, and recommended next steps.
• Review routine security alerts, support security monitoring, and promptly raise potential security risks.

Required profile

• 2–4 years of experience in IT support, service desk, or managed service provider settings.
• Strong troubleshooting skills across Microsoft 365, Windows endpoints, identity, networking, and common business applications.
• Ability to communicate clearly with clients, end users, and technical teams.
• Interest in data protection, automation, AI, or service optimisation.
• Proactive attitude toward identifying recurring issues and improving processes.
• Desire to progress into a senior technical or client advisory role.

Required skills

• Microsoft 365
• Windows endpoints
• Identity management
• Networking fundamentals
• Datto RMM
• Autotask PSA
• IT Glue
• Huntress
• Hornetsecurity
• CyberQP
• ScalePad
• Sophos
• Cisco
• UniFi
• WatchGuard

What we offer

• Salary paid in Australian Dollars.
• Medical benefits.
• Opportunities for professional growth within a people‑first, business‑led environment.