Strong L2 IT Support Engineer

Level 2 Support Engineer
 
Sydney, NSW
Permanent / Full Time 
 
About the Role
 
We’re on the hunt for a proactive and technically skilled Level 2 Support Engineer to join a fast growing Global IT MSP. In this role, you’ll be the bridge between frontline support and senior engineering, providing expert troubleshooting and customer-focused solutions to ensure smooth day-to-day operations.
 
Key Responsibilities

• Provide technical support for desktops, laptops, mobile devices, printers, and peripherals (Windows).
• Handle escalated tickets from Level 1 onwards, working toward resolution within SLAs.
• Troubleshoot hardware, software, and networking issues.
• Support Office 365, Active Directory, Azure AD, and common business applications.
• Perform system updates, patches, and routine maintenance.
• Document processes, resolutions, and FAQs in the knowledge base.
• Liaise with Level 3 / Infrastructure teams as needed.
• Contribute to continuous improvement of support practices and service delivery.

• 3+ years in an L2 IT support role or similar.
• Experience supporting Windows 10/11, macOS, Microsoft 365.
• Strong knowledge of Active Directory, DNS, DHCP, Group Policy.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Excellent troubleshooting and communication skills.
• Experience with remote desktop tools and supporting hybrid users.

• Exposure to Intune, SCCM, Azure, or cloud-based platforms.
• ITIL Foundation certification or similar IT Degree
• Experience working in an MSP or fast-paced service environment.
• Hospitality or Retail backgrounds are very attractive to due to the customer facing/stakeholder engagement side of the role.