L2/L3 End User Support Engineer

About the role

A newly created L2/L3 End User Support Engineer role within a successful Australian financial services organisation with 900+ employees, where IT is managed entirely in-house in Sydney. The role focuses on resolving complex technical escalations, customer service and communication, and project delivery, within a close-knit internal IT team. It is a full-time permanent position in the Sydney CBD with hybrid working.

Key responsibilities

• Advanced L2/L3 end-user support across Microsoft Desktop environments, desktop hardware, mobile devices, printers and meeting rooms.
• Support and administration of Microsoft 365, Active Directory, Intune and the IAM platform.
• Troubleshoot identity and access issues such as MFA, SSO, authentication and access problems.
• RMM: endpoint monitoring, remote support, patching and software deployment.
• Endpoint security, patching and vulnerability remediation.
• Network and connectivity support: VPN, DNS/DHCP, Wi-Fi.
• ITSM: managing incidents and service requests and keeping documentation and KBAs up to date.
• Project delivery: EUC-related deployments, upgrades and improvement initiatives.
• User onboarding and offboarding, and IT asset management.

Required profile

• Technically strong L2/L3 engineer who enjoys solving complex escalations and delivering a good technology experience, rather than just closing tickets.
• Comfortable supporting the wider Microsoft end-user environment; no need to be an expert in everything.
• Proactive, accountable and collaborative, with excellent communication and customer-service skills.

Required skills

• Strong L2-L3 EUC troubleshooting, including root-cause analysis.
• Advanced Windows Desktop troubleshooting and Microsoft 365 administration.
• Active Directory, including Group Policy, DNS integration, user and group management, permissions and authentication.
• SharePoint Online administration and troubleshooting, including site management, permissions, OneDrive integration and migration.
• Endpoint management and RMM, including patching, application packaging and remote access troubleshooting.
• Identity: SSO, MFA and identity tools.
• Networking fundamentals: VPN, DNS/DHCP.

What we offer

• Salary of $100,000 - $110,000 per year plus superannuation and bonus potential.
• Hybrid working after initial onboarding and training.
• Impressive Sydney CBD offices.