IT Support Engineer II - Onsite/Remote MSP Expert

Agl; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangements

WFH and onsite 1-2 days

Team events

Job summary

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join the Client Solutions team. The role combines onsite and remote work, with about 1–2 days onsite and significant remote support across multiple client sites.

You will resolve escalated issues, work independently, and collaborate with stakeholders to maintain service quality, documentation, and knowledge sharing. A strong MSP background and hardware, networking, and Microsoft experience are required.

Qualifications

• Minimum 3+ years in a Level 2 IT support role.
• Experience in MSP or customer-focused IT environments.
• Ability to act as senior resource for colleagues.
• Strong troubleshooting and problem-solving skills.
• Hands-on hardware configuration and installations.

Responsibilities

• Own and resolve Level 2 technical issues from escalation to resolution.
• Serve as senior escalation point for complex issues.
• Provide hands-on support across hardware, networking, and Microsoft technologies.
• Troubleshoot and configure network equipment and systems.
• Support hardware relocations and installations across client sites.
• Travel between client sites as required, with cost reimbursement.
• Lead customer communication and provide clear updates.
• Maintain ticket ownership and documentation.
• Collaborate with Team Leaders and Service Delivery Manager.
• Contribute to knowledge sharing and process improvements.
• Participate in projects with the Client Solutions team.
• Demonstrate accountability and professional maturity when working independently.

Skills

Level 2 IT support

MSP environment

Network troubleshooting

Customer communication

Remote support

Hardware installation

Job description

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join the Client Solutions team. The role combines onsite and remote work, with about 1–2 days onsite and significant remote support across multiple client sites.

You will resolve escalated issues, work independently, and collaborate with stakeholders to maintain service quality, documentation, and knowledge sharing. A strong MSP background and hardware, networking, and Microsoft experience are required.