Senior IT Support Engineer – Level 2

About the role

We are looking for an experienced and personable Senior IT Support Engineer – Level 2 to provide high‑quality second‑line technical support to clients and internal users. You will own complex technical issues, support first‑line colleagues and help improve our IT support service.

Key responsibilities

• Provide first‑ and second‑line support to clients and internal users through the service desk.
• Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint and application issues.
• Manage incidents and service requests accurately and efficiently.
• Communicate directly with clients, giving clear, professional updates throughout the support lifecycle.
• Support Microsoft Intune and Microsoft Entra ID administration as needed.
• Follow company information‑security policies and report any security incidents.
• Escalate highly complex infrastructure, security or specialist issues and contribute to continuous improvement.

Required profile

• Previous experience in a second‑line IT support, service‑desk or managed‑support environment.
• Strong practical knowledge of Microsoft 365 administration and troubleshooting.
• Experience with user accounts, permissions, identity and access management.
• Solid understanding of Windows devices, endpoint management and business applications.
• Excellent verbal and written communication skills with confidence dealing directly with clients.
• Security‑aware mindset and ability to recognise when specialist escalation is required.

Required skills

• Microsoft 365 administration
• Windows device management
• Microsoft Intune
• Microsoft Entra ID
• Identity and Access Management
• Service‑desk ticketing systems
• Information security processes

What we offer

• Salary paid in Australian Dollars
• Medical insurance from day one for you and spouse (or parents if unmarried)
• Generous OPD coverage for doctor visits and medical needs
• Home‑office setup allowance
• Internet allowance
• Gym and wellness allowance
• Regular team events and engagement activities
• Mental health and counseling support (Diji Assist)
• Reimbursement for industry certifications
• Open‑door culture encouraging ideas and feedback
• Flexible work – home or office
• Rewards, recognition and year‑end parties