L2 IT Support Engineer

We're looking for a customer-focused L2 IT Support Engineer to join a leading Australian Managed Services Provider (MSP), supporting businesses across Microsoft cloud, workplace technology, and modern IT environments.

In this role, you'll become the primary technical support contact for one of our key customers, providing day-to-day support across Microsoft 365, Windows devices, user administration, and business applications. You'll build strong relationships with end users, resolve technical issues, and help ensure their technology enables them to work productively every day.

This is an excellent opportunity for someone with Level 1.5 or Level 2 support experience who enjoys solving technical problems, delivering exceptional customer service, and continuing to grow their technical expertise within a collaborative MSP environment.

Ideal Profile

We're looking for someone who has:

• Previous experience in Level 1.5, Level 2 Service Desk, or Internal IT Support.
• Experience supporting Microsoft 365 environments.
• Strong knowledge of Windows desktop and laptop troubleshooting.
• Experience with user onboarding, offboarding, and identity management.
• Experience supporting users via phone, email, and remote support tools.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests while maintaining excellent attention to detail.
• Comfortable working independently while collaborating with a remote team.
• Previous MSP experience will be highly regarded.

Responsibilities

Customer Support

• Act as the primary technical support contact for an assigned customer.
• Provide technical support via phone, email, remote support tools, and the ticketing platform.
• Investigate and resolve desktop, application, user, and access-related issues.
• Maintain ownership of support requests through to resolution or appropriate escalation.
• Build trusted relationships with customer users through responsive, high-quality support.

User Administration

• Complete user onboarding and offboarding activities.
• Create, modify, and disable user accounts.
• Manage Microsoft 365 licences, security groups, and permissions.
• Support password resets, Multi-Factor Authentication (MFA), and identity management.
• Coordinate user access and device provisioning for new and departing employees.

Microsoft 365 Administration

• Administer Microsoft 365 user environments.
• Support Exchange Online, Outlook, Microsoft Teams, OneDrive, and SharePoint.
• Resolve email, collaboration, calendar, and file-sharing issues.
• Manage shared mailboxes, Microsoft 365 groups, and user permissions.
• Assist with Microsoft Entra ID administration.

Business Application Support

• Support customer-specific business applications.
• Manage user access and routine application administration.
• Follow documented procedures and coordinate vendor escalation when required.
• Maintain accurate documentation for customer environments.

End User & Workplace Technology

• Troubleshoot Windows desktops, laptops, printers, and workplace peripherals.
• Perform workstation setup, software installations, and device configuration.
• Support VPN and remote access technologies.
• Complete basic hardware upgrades including RAM and SSD replacement.
• Escalate complex server, infrastructure, and networking issues when required.

Documentation & Team Collaboration

• Maintain accurate ticket notes and customer documentation.
• Update knowledge bases and IT documentation platforms.
• Follow established ticket management and escalation processes.
• Collaborate closely with service coordinators and senior engineers.
• Provide support across additional customer environments during periods of increased demand.

Essential Skills & Technologies

• Microsoft 365 Administration
• Exchange Online
• Microsoft Outlook & Office
• Microsoft Teams
• SharePoint
• OneDrive
• Microsoft Entra ID (Azure Active Directory)
• Windows Desktop Support
• User Administration
• Remote Support Tools
• Ticket Management Systems
• IT Documentation Platforms
• VPN Troubleshooting

Nice to Have

• ConnectWise ScreenConnect
• ConnectWise Automate
• Active Directory
• Windows Server Administration
• PowerShell
• Printer & Peripheral Support
• Hardware Upgrades
• Experience supporting business applications
• Previous MSP experience