IT Support Engineer II — Remote/Onsite MSP Expert

Lyra Technology Group; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Travel cost reimbursement

Flexible working arrangements

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join in Melbourne, Victoria. The role involves acting as the sole technical resource onsite with most work performed remotely and 1–2 days onsite per week as required by clients.

You will own Level 2 issues, provide hands-on support across hardware, networking and Microsoft environments, and travel between client sites with kilometres reimbursed. Flexible WFH/onsite arrangements are offered.

Qualifications

• 3+ years' experience in a Level 2 IT support or similar technical role.
• Strong experience working within an MSP or customer-focused IT environment.
• Demonstrated ability to act as a senior or 'go-to' technical resource for colleagues.
• Strong troubleshooting, analytical and problem-solving skills.

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 with the broader Client Solutions team.
• Demonstrate strong technical judgement, accountability and professional maturity when working independently with customers.

Skills

MSP experience

Level 2 IT support

Customer-focused

Networking

Job description

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join in Melbourne, Victoria. The role involves acting as the sole technical resource onsite with most work performed remotely and 1–2 days onsite per week as required by clients.

You will own Level 2 issues, provide hands-on support across hardware, networking and Microsoft environments, and travel between client sites with kilometres reimbursed. Flexible WFH/onsite arrangements are offered.