L2 Systems Engineer - Microsoft 365 & End-User Support

About the role

A growing Australian managed services and technology provider is looking for an experienced L2 Systems Engineer to deliver technical support across its managed services customers. The role covers Microsoft 365, modern workplace technologies, end-user computing and routine security administration. You will investigate incidents, resolve issues, fulfil service requests and work closely with the Service Desk Lead and senior engineering team. The position is offered at Level 1.5 or Level 2 depending on experience.

Key responsibilities

• Manage incoming support requests, investigate and resolve incidents and service requests, and keep customers informed
• Support Microsoft 365 services (Exchange Online, Outlook, Teams, SharePoint, OneDrive) and complete user onboarding and offboarding
• Troubleshoot Windows desktops and laptops, and support Microsoft Intune device enrolment and configuration
• Perform routine security checks, escalate suspected cybersecurity incidents, and monitor alerts and scheduled checks
• Investigate basic LAN, wireless, VPN, DNS, DHCP and internet connectivity issues
• Follow ITIL-aligned incident, service request and change management practices, and keep accurate ticket notes and documentation
• Contribute to knowledge base articles and service improvement initiatives

Required profile

• Previous experience in an MSP environment, ideally supporting multiple customer environments
• L1.5 or L2 service desk or systems support experience
• Experience with Microsoft 365, Windows endpoints, user accounts and common business applications
• Previous MSP experience is essential; hands-on experience with Best Practice software is highly regarded
• Excellent written and verbal communication, customer focus, and ability to work across multiple customer environments

Required skills

• Microsoft 365 administration (Exchange Online, Outlook, Teams, SharePoint, OneDrive)
• Microsoft Entra ID and basic Active Directory, and Microsoft Intune
• Windows troubleshooting and basic networking (TCP/IP, DNS, DHCP, VPN)
• ITIL-aligned service desk practices
• Desirable: Datto Autotask PSA/RMM, Datto SaaS Protect/BCDR, Windows Server, Hyper-V, VMware, Azure, Fortinet, and cybersecurity tools such as ThreatLocker and ConnectSecure

What we offer

• Paid in Australian dollars
• Medical insurance from day one for you and your spouse (or parents if unmarried), with generous OPD coverage
• Home office setup allowance and internet allowance
• Gym and wellness allowance, regular team events, and mental health and counseling support
• Reimbursement for industry certifications and flexible work from home or office