L2 Systems Engineer

About the Role

We are seeking an experienced L2 Systems Engineer to provide technical support across a diverse range of managed services customers. This role focuses on Microsoft 365, modern workplace technologies, end-user computing, and routine security administration.

You will play an important role in investigating incidents, resolving technical issues, fulfilling service requests, and ensuring customers receive reliable and professional IT support. Working closely with the Service Desk Lead and senior engineering team, you will take ownership of assigned tickets, communicate effectively with customers, and provide well-documented escalations when additional technical expertise is required.

The position offers opportunities at either Level 1.5 or Level 2, depending on your experience and technical capabilities. Your level of responsibility and independence will align with your demonstrated expertise, with support and guidance available from the wider engineering team.

Previous experience in a Managed Service Provider (MSP) environment is essential, while hands-on experience supporting Best Practice software will be highly regarded.

About the Client

You will be working with a growing Australian managed services and technology provider that supports a diverse portfolio of small and medium businesses, government organisations, educational institutions, healthcare providers, and not-for-profit communities.

The organisation delivers a broad range of technology solutions, including cloud and on-premises infrastructure, managed IT support, cybersecurity, compliance, networking, communications, and specialist IoT and building systems.

With a strong focus on security, technical excellence, and dependable customer service, the business values accurate documentation, proactive problem-solving, and building long-term customer relationships.

Ideal Profile

Technical Experience & Expertise

• Previous experience delivering technical support within an MSP environment, ideally supporting multiple customer environments.

• Demonstrated capability in an L1.5 or L2 service desk, systems support, or modern workplace support role.

• Practical experience supporting Microsoft 365, Windows endpoints, user accounts, and common business applications.

• Strong troubleshooting skills, with the ability to investigate issues independently and recognise when escalation is required.

• Understanding of cybersecurity fundamentals, including MFA, access controls, endpoint protection, phishing awareness, and secure information handling.

• Familiarity with ITIL-aligned service desk practices, incident management, service requests, and change management.

Essential Technical Skills & Platforms

• Microsoft 365 administration and support, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive.

• Microsoft Entra ID and basic Active Directory administration, including user accounts, groups, and access management.

• Windows desktop and laptop troubleshooting, application support, and peripheral configuration.

• Microsoft Intune and modern workplace device management.

• Basic Microsoft Defender and endpoint security concepts.

• Networking fundamentals, including TCP/IP, DNS, DHCP, wireless connectivity, and VPN troubleshooting.

• Familiarity with helpdesk ticketing, remote support, monitoring, and technical documentation systems.

Desirable Technical Experience

Exposure to the following technologies and platforms will be advantageous. Experience with every product is not expected.

• Business Applications: Best Practice software (strongly preferred).

• MSP & Monitoring Tools: Datto Autotask PSA and Datto RMM.

• Backup & Recovery: Datto SaaS Protect, Datto BCDR, or comparable backup solutions.

• Infrastructure & Cloud: Windows Server, Hyper-V, VMware, Microsoft Azure, and Google Workspace.

• Networking: FortiGate, Fortinet products, Ubiquiti, Ruckus Wi-Fi, and D-Link networking equipment.

• Cybersecurity: ThreatLocker, ConnectSecure, Blackpoint Cyber, Keeper Password Manager, and EasyDMARC.

• Business & Productivity Applications: Exclaimer, Phriendly Phishing, 3CX, and Adobe products.

• Administration & Monitoring: Microsoft Purview, Inforcer, AdminDroid, and Datadog.

• Security & Compliance: Awareness of the Australian Essential Eight and experience supporting security-focused or compliance-driven environments.

Communication & Professional Attributes

• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers.

• A professional, patient, and customer-focused approach to technical support.

• A structured and methodical approach to troubleshooting, with strong attention to detail.

• A proactive mindset with ownership of assigned tasks and reliable follow-through.

• Sound judgement when determining whether to investigate further or escalate technical issues.

• Ability to manage competing priorities across multiple customer environments.

• A collaborative attitude and willingness to learn from senior engineers.

• Strong documentation practices and a commitment to maintaining secure working environments.

Responsibilities

Service Desk & Customer Support

• Manage incoming customer support requests, clarify technical issues, assess business impact, and maintain clear communication throughout the support process.

• Investigate and resolve incidents and service requests in line with assigned support capabilities, documented procedures, and escalation guidelines.

• Manage assigned tickets effectively, ensuring appropriate prioritisation and timely progression.

• Provide professional customer updates and ensure issues are handled with a strong focus on service quality.

Microsoft 365 & User Administration

• Support Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive.

• Complete approved user onboarding and offboarding activities, including account administration, licensing, group memberships, and access requests.

• Troubleshoot routine Microsoft Entra ID, Active Directory, password, MFA, and authentication issues.

End-User Computing & Modern Workplace

• Troubleshoot Windows desktops, laptops, peripherals, application installations, device configurations, and common performance or connectivity issues.

• Assist with Microsoft Intune device enrolment, configuration, and compliance-related issues in accordance with established policies.

• Support approved device deployments, migrations, and routine technical changes under agreed implementation plans and senior engineering guidance.

Security & Infrastructure Support

• Perform routine security checks and respond to endpoint and email security issues in accordance with documented procedures.

• Recognise and promptly escalate suspected cybersecurity incidents.

• Investigate basic LAN, wireless, VPN, DNS, DHCP, and internet connectivity issues, escalating complex infrastructure matters to senior engineers.

• Monitor assigned alerts and scheduled checks, including endpoint health, backup status, and service availability, ensuring identified issues are appropriately addressed.

• Support customer business applications, including Best Practice where applicable, and coordinate unresolved issues with senior engineers or software vendors.

Documentation, Escalation & Continuous Improvement

• Follow ITIL-aligned incident, service request, and change management practices, including appropriate categorisation, prioritisation, and escalation.

• Maintain accurate ticket notes, investigation records, time entries, customer updates, and technical documentation.

• Provide comprehensive handovers and escalations, outlining the issue, business impact, troubleshooting undertaken, evidence collected, and outstanding actions.

• Identify recurring technical issues and contribute to knowledge base articles, support procedures, and service improvement initiatives.

• Demonstrate continuous development of technical capabilities while maintaining consistent adherence to security, access approval, and change management procedures.

How we take care of our team

💰 Get paid in Australian Dollars

🏥 Medical insurance from day one for you + spouse (or parents if unmarried)

🩺 Generous OPD coverage from doctor visits to all your medical needs

🏡 Home office setup allowance to build your ideal workspace

🌐 Internet allowance to keep you connected

💪 Gym & wellness allowance to stay fit and balanced

🎉 Work hard, play hard – regular team events & engagement activities

🧠 Diji Assist – Mental health & counseling support when you need it

📚 We invest in you – reimbursement for industry certifications

🗣️ Open-door culture – your ideas and feedback always matter

🌍 Flexible work – home or office, wherever you do your best work

🏆 Rewards & recognition that actually recognize you

🥳 Great christmas & financial year-end parties to unwind with your loved ones