IT Support Engineer II — Hybrid (Onsite/WFH) with Certs

Service Stream; Roma; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

None

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join their Melbourne team. The role involves working onsite as the sole technical resource with most work performed remotely and about 1 day per week onsite, increasing to 2 days as required by clients.

The successful candidate will support customers across multiple sites, manage incidents end-to-end, and collaborate with the Service Delivery Manager to maintain service quality.

Qualifications

• 3+ years of Level 2 IT support or equivalent in an MSP or customer-focused environment.
• Ability to act as a senior/Go-to resource for colleagues and customers.
• Strong troubleshooting, analytical, and problem-solving skills.
• Solid networking knowledge with configuration and troubleshooting of equipment.
• Experience with Windows/Microsoft end-user technologies.
• Excellent written and verbal communication with customers across multiple sites.

Responsibilities

• Own and resolve Level 2 technical issues from escalation to resolution.
• Act as senior escalation point for complex issues and guide team members.
• Provide hands-on support across hardware, networking, infrastructure and Microsoft technologies.
• Troubleshoot and configure network equipment and systems at client sites.
• Support relocations, installations and configuration activities across sites.
• Travel between client sites as required with kilometres reimbursed.
• Maintain clear communication and updates with customers throughout issues.

Skills

3+ years experience

MSP environment

Troubleshooting

Networking

Microsoft environments

Independent onsite work

Customer service mindset

Communication skills

Driver's license

Documentation

Tools

Networking hardware

MSP tooling

Job description

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join their Melbourne team. The role involves working onsite as the sole technical resource with most work performed remotely and about 1 day per week onsite, increasing to 2 days as required by clients.

The successful candidate will support customers across multiple sites, manage incidents end-to-end, and collaborate with the Service Delivery Manager to maintain service quality.