L2 IT Support Engineer

About the role

We are seeking a customer‑focused L2 IT Support Engineer to join a leading Australian Managed Services Provider. In this position you will be the primary technical support contact for a key client, delivering day‑to‑day assistance across Microsoft 365, Windows devices, user administration and business applications.

Key responsibilities

• Provide first‑line technical support via phone, email, remote tools and the ticketing system.
• Investigate, troubleshoot and resolve desktop, application, user and access issues.
• Maintain ownership of tickets through to resolution or appropriate escalation.
• Perform user onboarding and off‑boarding, manage Microsoft 365 licences, security groups and permissions.
• Support password resets, Multi‑Factor Authentication and overall identity management.
• Administer Microsoft 365 environments, including Exchange Online, Outlook and Microsoft Teams.
• Build trusted relationships with end users by delivering responsive, high‑quality service.

Required profile

• Previous experience in Level 1.5, Level 2 Service Desk or internal IT support.
• Proven experience supporting Microsoft 365 environments.
• Strong knowledge of Windows desktop and laptop troubleshooting.
• Experience with user onboarding, off‑boarding and identity management.
• Excellent troubleshooting, problem‑solving and communication skills.
• Ability to prioritize multiple requests while maintaining attention to detail.
• Comfortable working independently and collaborating with a remote team.
• Prior experience in a Managed Services Provider environment is a plus.

Required skills

• Microsoft 365 administration
• Windows desktop and laptop troubleshooting
• User onboarding and off‑boarding processes
• Identity management and Multi‑Factor Authentication (MFA)
• Exchange Online, Outlook and Microsoft Teams support
• Remote support tools and ticketing platforms