IT Support Engineer II (Level 2) — Onsite/Remote

Qscan Group; Warwick; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Travel cost reimbursement

Flexible working arrangements (WFH/ons

Regular team events

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join their Melbourne team. The role involves onsite and remote work, with majority remote duties and 1–2 days onsite as required by clients.

The successful candidate will act as a senior technical resource, support multiple client environments, and travel between sites with costs reimbursed. Strong communication and MS tech proficiency are essential.

Qualifications

• 3+ years’ experience in a Level 2 IT support or similar technical role.
• Strong experience in an MSP or customer-focused IT environment.
• Ability to act as a senior or go-to technical resource for colleagues.
• Strong troubleshooting, analytical and problem-solving skills.
• Hands-on experience with hardware configuration and installations.
• Solid networking knowledge and troubleshooting.
• Knowledge of Microsoft environments and end-user technologies.
• Experience supporting customers across multiple locations.
• Ability to work independently onsite while staying connected with remote teams.
• Excellent written and verbal communication skills.
• Customer service mindset with ability to explain issues clearly.
• Proactive in identifying problems and improving processes.

Responsibilities

• Own and resolve Level 2 IT issues from escalation to resolution.
• Serve as senior escalation point for complex technical issues.
• Provide hands-on support across hardware, networking, infra and Microsoft tech.
• Troubleshoot and configure network equipment and systems.
• Support hardware relocations, installations and configurations across sites.
• Travel between client sites; travel costs reimbursed based on kilometres travelled.
• Lead customer communication with clear, professional updates.
• Identify recurring issues and opportunities to improve environments.
• Maintain ticket ownership and documentation throughout all work.
• Collaborate with Team Leaders and the Service Delivery Manager.
• Contribute to knowledge sharing and process improvements.
• Participate in projects with the Client Solutions team.
• Demonstrate accountability and professionalism when working with customers.

Skills

Level 2 IT support

MSP environment

Troubleshooting

Networking

Microsoft environments

Customer service

Communication

Onsite & remote support

Documentation

Job description

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join their Melbourne team. The role involves onsite and remote work, with majority remote duties and 1–2 days onsite as required by clients.

The successful candidate will act as a senior technical resource, support multiple client environments, and travel between sites with costs reimbursed. Strong communication and MS tech proficiency are essential.