ICT Level 2 Technical Engineer (Presales & Support), Melbourne

Addcom Technologies Pty Ltd; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Addcom Technologies Pty Ltd in Melbourne seeks an ICT Level 2 Technical Engineer (Presales & Support). You will manage presales, design solutions, and provide Level 1/2 support with Sydney backing.

The role covers Melbourne clients, site visits, deployments, onboarding new managed services, and customer documentation. Strong communication and 3+ years of IT experience are essential; Australian working rights required.

Qualifications

• At least 3 years of hands-on IT support experience.
• Experience in Level 2 server and desktop support in business environments.
• Presales or solution design experience is preferred.
• Australian working rights and ability to pass Police Check.
• Willing to work outside business hours.

Responsibilities

• Handle Level 1 and Level 2 tickets end-to-end with ownership.
• Perform site surveys, scoping, and solution design for Victorian customers.
• Provide remote and onsite support with escalation to Sydney team.
• Lead technical presales activities: discovery meetings and requirements gathering.
• Deploy and onboard new managed services, including Melbourne sites.
• Maintain documentation and keep customers informed.

Skills

Presales & solution design

Customer communication

On-site support

MSP experience

Tools

Windows Server

Active Directory

DNS

DHCP

Group Policy

Microsoft 365

Job description

ICT Level 2 Technical Engineer (Presales & Support), Melbourne

Addcom Technologies Pty Ltd – Melbourne VIC

We're hiring a versatile ICT technical engineer based in Melbourne. You'll cover the job end to end for our Victorian customers, from presales and solution design through to Level 1 and Level 2 support, with backing from our Sydney team. The role has three parts: presales and solution design including technical discovery, site surveys, scoping and solution design, and technical input to proposals for new and existing customers; Level 1 and Level 2 support providing remote and onsite support for business customers, with escalation to and support from our Sydney team; and field engineering and onboarding including onsite work for Melbourne customers, deployments, onboarding new managed services customers and supporting call recording contracts. You'll work across several customer environments at once, switch context quickly, document as you go and keep customers informed.

Key responsibilities

Handle Level 1 requests and Level 2 escalations end to end, taking ownership of complex or unresolved tickets

Diagnose and resolve server issues across Windows Server, Active Directory, DNS, DHCP, Group Policy, and file and print services

Resolve desktop issues across Windows 10/11, Microsoft 365 apps, Outlook, Teams, printing and peripherals

Support Microsoft 365 and Entra ID: user and mailbox administration, licensing, MFA and Conditional Access

Do routine maintenance, patching and backup checks, and respond to monitoring alerts

Manage your workload across customers, prioritising by SLA and business impact

Support Melbourne call recording customers, including Redbox environments, within contracted SLAs

Attend Melbourne customer sites for hardware faults, deployments, moves and issues that can't be fixed remotely

Lead technical presales for Victorian opportunities: discovery meetings, site surveys, environment audits and requirements gathering

Design and scope solutions, prepare technical input for proposals and quotes, and present them to customers

About you

At least 3 years of hands-on IT support experience, including proven Level 2 server and desktop support in business environments

Experience supporting multiple customers or sites, ideally in an MSP

Confidence handling escalations, both technical tickets and escalated customers

Strong written and verbal communication, and confidence leading technical conversations with customers, including presales meetings

Ability to scope and explain technical solutions to customers, ideally with some presales or solution design experience

Willing to work outside business hours and join the on-call roster, including onsite response for contracted customers

Current full driver's licence and access to a reliable vehicle

Australian working rights, and able to pass a National Police Check