L2 Support Engineer – Microsoft 365, Networking & Security

About the role

The L2 Support Engineer is the first technical escalation point for complex incidents involving Microsoft 365, networking and security. You will work closely with the internal help desk and engineering teams to diagnose, resolve and document technical issues while maintaining service levels.

Key responsibilities

• Act as the initial escalation point for non‑routine service desk tickets and resolve issues across Microsoft 365, Windows, macOS and occasional Linux environments.
• Troubleshoot cloud and on‑premises infrastructure, networking, firewalls, software and peripherals, progressing tickets to resolution within SLA.
• Use Autotask PSA and Datto RMM for ticket management, time recording and service reporting.
• Follow security and approval processes before implementing changes, installing software or granting access.
• Create and maintain technical documentation and knowledge articles in Confluence.
• Share knowledge with junior team members, assist with project deployments and upgrades, and contribute to continuous‑improvement initiatives.

Required profile

• Level 2 support experience in a managed‑services or similarly varied IT environment.
• Strong diagnostic and troubleshooting skills across Microsoft 365, Windows, macOS and basic Linux.
• Working knowledge of Microsoft cloud and security services, identity, endpoint management and policy enforcement.
• Practical experience with networking, firewalls and remote‑access technologies.
• Security‑first mindset and familiarity with the Australian Essential Eight.
• Exposure to PSA, RMM and knowledge‑management platforms is desirable.

Required skills

• Microsoft 365, Intune MDM, Purview, Defender ATP, Defender for Cloud, Azure, Entra ID
• SharePoint, Microsoft Teams, Google Workspace
• EasyDMARC, Connect Secure, ThreatLocker, Blackpoint Cyber SOC/MDR, Keeper Password Manager
• Exclaimer, Phriendly Phishing, Inforcer, AdminDroid, Datadog
• Datto Autotask PSA, Datto RMM, Datto SaaS Protection
• Hyper‑V, VMware, 3CX, Adobe products
• Fortinet/FortiGate, Ubiquiti networking, Ruckus Wi‑Fi, D‑Link
• Lenovo, Dell, Apple, HP, ASUS hardware and Datto BCDR backup solutions

What we offer

• Salary paid in Australian Dollars
• Medical insurance from day one for you and dependents
• Home office setup and internet allowances
• Gym, wellness and mental‑health support
• Flexible work – home or office
• Industry‑certification reimbursement and career development
• Regular team events, rewards & recognition, and year‑end parties