Instrument Technician

West Gippsland Healthcare Group; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join our team in Melbourne, Victoria. This role blends onsite and remote work, with occasional travel to client sites, and requires strong technical judgement and clear communication with customers.

You will provide hands-on support across hardware, networking and Microsoft technologies, and collaborate with team leaders to maintain service quality and customer commitments.

Qualifications

• Experience providing Level 2 IT support to customers.
• Strong communication skills and professional customer interaction.
• Experience with networking, hardware, and Microsoft technologies.
• Ability to document issues and resolutions clearly.

Responsibilities

• Own and resolve Level 2 technical issues from escalation to resolution.
• Act as senior escalation point for complex issues and customer liaison.
• Provide hands-on support across hardware, networking, and Microsoft environments.
• Troubleshoot and configure network equipment and systems.
• Travel to client sites as required and document work performed.

Skills

Level 2 support

Customer communication

Networking

Microsoft technologies

Documentation

Tools

Windows Server

Active Directory

VPN configuration

Job description

IT Support Engineer, Level 2 (onsite/WFH)- Lyra Technology Group

Lyra Technology Group is aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful. As a platform of

EvergreenServicesGroup, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About the Position

Lyra Technology Group is looking for an IT Support Engineer, Level 2 to join their team in Melbourne, Victoria .

This role will involve working independently onsite as the sole technical resource, so strong technical judgement, communication skills and the ability to confidently represent the business with customers are essential.

The successful candidate will work closely with customers across multiple sites, with the majority of the role performed remotely and typically 1 day per week onsite, increasing to 2 days where required by client needs.

Responsibilities

• Own and resolve Level 2 technical issues from initial escalation through to successful resolution.
• Act as a senior technical escalation point and a go-to resource for complex technical issues.
• Provide hands-on technical support across customer environments, including hardware, networking, infrastructure and Microsoft technologies.
• Troubleshoot and configure network equipment, systems and hardware as required.
• Support hardware-related relocations, installations and configuration activities across customer sites.
• Travel between multiple client sites as required, with travel costs reimbursed based on kilometres travelled.
• Lead customer communication and provide clear, professional updates throughout complex technical issues.
• Proactively identify recurring issues, technical risks and opportunities to improve customer environments.
• Maintain strong ticket ownership, documentation and communication throughout all work.
• Work closely with Team Leaders and the Service Delivery Manager to maintain service quality and customer commitments.
• Support knowledge sharing and provide technical guidance to other members of the team.
• Contribute to documentation, process improvements and the ongoing development of service delivery practices.
• Participate in projects and work collaboratively