IT Support Engineer (L2)

Fitzroy IT; City of Melbourne; Sur place; AUD 80 000 - 90 000; Plein temps

Avantages offerts par ce poste

Phone allowance

Training and certification budget

Cloud and observability projects

Résumé du poste

Fitzroy IT is seeking an L2/L3 engineer to be the visible face for clients on site in Melbourne. You will fix problems in person, manage tickets in Jira, and maintain daily time records while engaging with staff across various client sites.

Ideal candidates bring at least 2 years in MSP or multi-client support and at least 5 years of industry experience, with strong Microsoft 365/Entra ID/Intune, Google Workspace, and networking knowledge.

Qualifications

• At least 2 years in an MSP or similar multi-client support role.
• At least 5 years of industry experience.
• Microsoft 365, Entra ID and Intune, plus Google Workspace.
• Windows, macOS, Windows Server and Active Directory.
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN, VLANs, WiFi, switches and firewalls (Fortinet/Sophos/Ubiquiti).
• Experience with an RMM and a ticketing platform (Jira).
• Experience with Web & Emails hosting & Setup.
• Clear, friendly communication with non-technical people.
• A current driver's licence and your own vehicle.
• Security awareness & familiarity with security frameworks.

Responsabilités

• Be the regular, visible face of Fitzroy IT at scheduled client site days, plus ad hoc visits.
• Install, configure and troubleshoot workstations, printers, network gear and software.
• Onboard and offboard users and devices across our managed security stack.
• Support client networks on site and remotely.
• Respond to phishing reports, compromised accounts and endpoint alerts.
• Log every request in Jira, keep your queue moving, and record your time daily.
• Respond to and action alerts for your clients.
• Escalate with clear notes when something needs a senior engineer, and guide L1 staff when needed.]

Connaissances

MSP multi-client support

On-site engineering

Customer communication

Windows administration

Networking fundamentals

Active Directory

PowerShell

Cloud platforms (AWS/Azure/GCP)

Outils

Jira

RMM tools

SIP/IP telephony

Email/Web hosting

VMware/Hyper-V

Description du poste

Fitzroy IT supports small businesses and not-for-profits across Melbourne with their technology. We're good at it, and we're growing.

We're looking for an L2/L3 engineer who wants to be the person clients see. You'll spend much of your week on site with our MSP clients, fixing problems in person and getting to know their staff. You'll also keep tickets, time and documentation up to date as you go.

What you'll do

Be the regular, visible face of Fitzroy IT at scheduled client site days, plus ad hoc visits

Install, configure and troubleshoot workstations, printers, network gear and software

Onboard and offboard users and devices across our managed security stack

Support client networks on site and remotely

Respond to phishing reports, compromised accounts and endpoint alerts

Log every request in Jira, keep your queue moving, and record your time daily

Respond to and action alerts for your clients

Escalate with clear notes when something needs a senior engineer, and guide L1 staff when needed

What you'll bring

At least 2 years in an MSP or similar multi-client support role

At least 5 years of industry experience

Microsoft 365, Entra ID and Intune, plus Google Workspace

Windows, macOS, Windows Server and Active Directory

Networking fundamentals: DNS, DHCP, TCP/IP, VPN, VLANs, WiFi, switches and firewalls (Experience with Fortinet, Sophos or Ubiquiti )

Experience with an RMM and a ticketing platform

Experience Web & Emails hosting & Setup

Clear, friendly communication with non-technical people

A current driver's licence and your own vehicle

Security awareness & familiarity with the Essential Eight or other security frameworks.

Veeam, VMware or Hyper-V

SIP and IP telephony

PowerShell or other scripting

Experience with AWS, Azure or GCP

Microsoft or Fortinet certifications

Experience supporting not-for-profits

You don't need to tick every box. We want strong fundamentals and a willingness to pick up the rest with us.

The kind of person you are:

Passionate about technology trends and the industry in general

A lateral thinker who thrives when troubleshooting

Positive attitude and detail-driven

Commercially minded

Reliable

Work proud

Used to working to a deadline with multiple tasks on the go at once

The opportunity

Fitzroy IT supports small businesses and not-for-profits across Melbourne with their technology. We're good at it, and we're growing.

We're looking for an L2/L3 engineer who wants to be the person clients see. You'll spend much of your week on site with our MSP clients, fixing problems in person and getting to know their staff. You'll also keep tickets, time and documentation up to date as you go.

What you'll do

• Be the regular, visible face of Fitzroy IT at scheduled client site days, plus ad hoc visits
• Install, configure and troubleshoot workstations, printers, network gear and software
• Onboard and offboard users and devices across our managed security stack
• Support client networks on site and remotely
• Respond to phishing reports, compromised accounts and endpoint alerts
• Log every request in Jira, keep your queue moving, and record your time daily
• Respond to and action alerts for your clients
• Escalate with clear notes when something needs a senior engineer, and guide L1 staff when needed

What you'll bring

• At least 2 years in an MSP or similar multi-client support role
• At least 5 years of industry experience
• Microsoft 365, Entra ID and Intune, plus Google Workspace
• Windows, macOS, Windows Server and Active Directory
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN, VLANs, WiFi, switches and firewalls (Experience with Fortinet, Sophos or Ubiquiti )
• Experience with an RMM and a ticketing platform
• Experience Web & Emails hosting & Setup
• Clear, friendly communication with non-technical people
• A current driver's licence and your own vehicle
• Security awareness & familiarity with the Essential Eight or other security frameworks.

Bonus points

• Veeam, VMware or Hyper-V
• SIP and IP telephony
• Email security: SPF, DKIM, DMARC
• PowerShell or other scripting
• Experience with AWS, Azure or GCP
• Microsoft or Fortinet certifications
• Experience supporting not-for-profits

You don't need to tick every box. We want strong fundamentals and a willingness to pick up the rest with us.

The kind of person you are:

• Passionate about technology trends and the industry in general
• A lateral thinker who thrives when troubleshooting
• Enthusiastic
• Positive attitude and detail-driven
• Commercially minded
• Reliable
• Work proud
• Used to working to a deadline with multiple tasks on the go at once

What we offer

• $80,000 to $90,000 + super
• Phone allowance
• Training and certification budget
• Variety beyond day-to-day support. We're an AWS Advanced Tier Partner and Datadog partner, with cloud, development and observability work happening alongside the MSP practice.
• A small, senior team where your work is noticed, and a clear path into senior support, infrastructure or cloud projects