IT Onsite Support Engineer, Level 2 - Concept Data

Lyra Technology Group; Adelaide; On-site; AUD 65,000 - 90,000; Full time

Job summary

Lyra Technology Group is seeking an IT Onsite Support Engineer (Level 2) to join Concept Data in Adelaide. You will deliver professional onsite and remote support to SME clients, troubleshoot a broad range of IT issues and help deploy and maintain client environments.

Ideal candidates will have 3+ years in MSP/IT services, strong Microsoft 365/Windows expertise, and the ability to work independently at client sites while collaborating with senior teams.

Qualifications

• 3+ years' experience in an MSP, IT services or technical support environment.
• Experience with Microsoft 365 and Windows desktop environments.
• Experience providing onsite technical support to SME clients.
• Microsoft or related certification(s) preferred.
• Current Australian Driver's Licence and rights to work in Australia.

Responsibilities

• Provide onsite and remote technical support to SME clients, diagnosing and resolving hardware, software, networking, Microsoft 365 and business application issues.
• Respond promptly to critical incidents, including site-down issues requiring onsite attendance.
• Install, configure and maintain approved hardware, software and peripheral devices.
• Complete workstation rollouts, hardware replacements and user transitions.
• Perform approved software updates and maintenance tasks.
• Communicate with clients clearly and professionally, offering guidance and support.
• Document work and technical findings in the ticketing system.

Skills

MS 365 & Windows

Troubleshooting

Onsite support

SME client support

Ticketing systems

Documentation

Customer service

Independent work

Driver licence

Australian PR or citizenship

Security/compliance awareness

Tools

Microsoft Intune

Entra ID

Azure

Windows Server

Job description

IT Onsite Support Engineer, Level 2 - Concept Data

Lyra Technology Groupis 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 ofEvergreenServicesGroup, 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

One of our Operating Companies,Concept Data is looking for an experiencedIT Onsite Support Engineerto join their Adelaide team.

This is an excellent opportunity for an experienced IT professional with 3+ years' experience in an MSP, IT services or technical support environment who enjoys working directly with clients and solving a wide range of technical challenges.

As an Onsite Support Engineer, you will provide professional and responsive technical support to Concept Data's SME clients, both onsite and remotely. You will troubleshoot and resolve technical issues, perform infrastructure maintenance and deployments, support client technology environments and contribute to a consistently positive client experience.

You will work closely with the Service Desk, Projects, Account Management and senior engineering teams, giving you exposure to managed services, cloud technologies, cybersecurity, compliance and project delivery

Responsibilities

• Provide onsite and remote technical support to SME clients, diagnosing and resolving hardware, software, networking, Microsoft 365 and business application issues.
• Respond promptly to critical incidents, including site-down issues requiring onsite attendance.
• Install, configure and maintain approved hardware, software and peripheral devices.
• Complete workstation rollouts, hardware replacements, user transitions and infrastructure maintenance.
• Perform approved software updates, maintenance activities and assigned project tasks.
• Liaise with internet, telecommunications and other external providers to resolve client issues.
• Manage support tickets from acknowledgement through to resolution or escalation, ensuring all work and technical findings are accurately documented.
• Maintain accurate time entries and ensure billable work is correctly allocated.
• Communicate clearly and professionally with clients, providing practical guidance and user support where appropriate.
• Identify recurring technical issues, security risks and opportunities to improve client environments.
• Follow approved security, change management, access and risk management processes.
• Work collaboratively with internal technical teams and elevate complex issues when required.

Skills

• 3+ years' experience in an MSP, IT services or technical support environment.
• Strong experience with Microsoft 365 and Microsoft Windows desktop environments.
• Strong troubleshooting skills across hardware, software, networking and internet connectivity.
• Experience providing onsite technical support and working directly with SME clients.
• Experience using service management or ticketing systems and maintaining accurate technical documentation.
• Excellent customer service, communication, problem-solving and time-management skills.
• Ability to work independently at client sites while collaborating effectively with technical teams.
• Current Australian Driver's Licence.
• Australian Citizenship or Permanent Residency.
• Experience working within a Managed Service Provider environment.
• Exposure to Microsoft Intune, Entra ID, Azure and Windows Server.
• Knowledge of backup, endpoint security, virtualisation and network technologies.
• Experience with workstation deployments, infrastructure upgrades and small project activities.
• Microsoft or other relevant industry certifications.
• Ability to identify technology risks and client improvement opportunities.
• Ongoing professional development and certification opportunities.
• Exposure to managed services, cloud technologies, cybersecurity, compliance and project delivery.
• The opportunity to work alongside experienced technical and business specialists.
• A varied role supporting a diverse range of SME client environments.
• A supportive team environment focused on continuous learning and improvement.
• The opportunity to make a genuine impact on client technology environments and service experience.

Your application will include the following questions:

• What is your current working rights status in Australia?
• Do you hold a current Australian driver's licence?
• Are you available to provide onsite technical support to clients across Adelaide, including attending sites for critical incidents?
• How many years of experience do you have as an IT support engineer Level 2?
• What is your expected annual salary (AUD)?