Senior IT Support Engineer – L2

About the role

We are seeking an experienced Senior IT Support Engineer – L2 to deliver high‑quality second‑line technical support to both external clients and internal users. You will own complex issues, support first‑line colleagues and help improve our managed IT service.

Key responsibilities

• Provide first‑ and second‑line support for Microsoft 365, Windows devices, identity, access and endpoint issues via the service desk.
• Assist first‑line staff with escalated technical problems and manage incidents and service requests efficiently.
• Administer Microsoft 365 user accounts, onboarding/off‑boarding, permissions and access changes.
• Support Microsoft Intune and Microsoft Entra ID administration as required.
• Maintain accurate records, follow security policies and report any security incidents.
• Escalate highly complex infrastructure or security matters and contribute to continuous improvement of support processes.

Required profile

• Previous experience in a second‑line support or managed services environment handling escalated issues.
• Strong practical knowledge of Microsoft 365 administration, Windows devices and endpoint management.
• Excellent verbal and written communication, confident client interaction and professional service attitude.
• Good understanding of information security, documented processes and when to involve specialist teams.

Required skills

• Microsoft 365
• Windows operating system
• Microsoft Intune
• Microsoft Entra ID (Azure AD)
• Identity and Access Management
• Endpoint Management
• IT Service Management / ticketing systems

What we offer

• Salary paid in Australian Dollars
• Medical insurance for you and spouse (or parents if unmarried)
• Generous OPD coverage
• Home office setup allowance and internet allowance
• Gym & wellness allowance
• Regular team events, mental‑health support and certification reimbursement
• Flexible work – home or office
• Rewards, recognition and year‑end parties