Service Desk Engineer – Level 2

About the role

Concept Data, an operating company of Lyra Technology Group, is seeking a Level 2 Service Desk Engineer to join its growing Managed Service Provider team in Adelaide. This role offers a customer‑focused environment where you will support a variety of client technologies and help drive service excellence.

Key responsibilities

• Provide Level 2 technical support for escalated incidents and service requests across Microsoft 365, Windows 11, Windows Server, Azure, networking and security solutions.
• Manage tickets through their full lifecycle, ensuring accurate documentation, timely resolution and proactive client communication.
• Identify recurring issues, contribute improvement ideas and support major incident response, including after‑hours rotations.
• Collaborate with senior engineers, project teams and junior staff on technical projects, mentorship and knowledge sharing.

Required profile

• Minimum 2 years’ experience in an MSP or similar IT support environment.
• Strong troubleshooting, problem‑solving and customer service skills.
• Ability to work independently and as part of a collaborative team.

Required skills

• Microsoft 365, Windows 11, Windows Server, Microsoft Entra ID.
• Networking fundamentals and firewall configuration.
• Backup solutions and endpoint security technologies.
• Experience with PSA/RMM platforms, Azure and basic cybersecurity/compliance concepts.

What we offer

• Clear progression pathway with exposure to senior leadership.
• Hybrid working model.
• Opportunity to develop technical skills across diverse technologies and client environments.
• Supportive IT team focused on high‑quality service delivery.