IT Support Engineer, Level 2 - ONGC

RGIT Australia; Gold Coast City; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working – 2 days WFH

Career progression pathways

Growth and innovation culture

Job summary

Lyra Technology Group, an experienced MSP-backed holding company, is seeking a Level 2 IT Support Engineer to join ONGC in Arundel. You will provide advanced support across desktop, server, network, and cloud environments, taking ownership from diagnosis to resolution and helping drive client satisfaction.

The role emphasizes escalation handling, documentation, and collaboration with Level 3 engineers, with a typical 2 days per week of working from home.

Qualifications

• 3+ years' experience in an MSP or similar IT support environment.
• Relevant IT qualifications or equivalent industry experience.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, and Windows Server.
• Experience supporting networking technologies including switches, firewalls, VPNs and Wi‑Fi.
• Excellent communication and customer service skills.

Responsibilities

• Provide Level 2 technical support across desktop, server, network, and cloud environments.
• Manage escalated incidents and service requests, ensuring timely resolution.
• Troubleshoot Microsoft 365, Azure, Active Directory, Exchange Online, and Windows environments.
• Support networking technologies including firewalls, switches, VPNs, and wireless infrastructure.
• Maintain accurate documentation and ticket updates within the PSA system.
• Build strong client relationships through professional communication and outstanding customer service.
• Assist with infrastructure upgrades, migrations, and technology projects.
• Collaborate with Level 3 Engineers on complex technical issues when required.

Skills

MSP experience

Troubleshooting

Customer service

Networking

Microsoft 365

Azure

Active Directory

Exchange Online

Windows Server

Communication

Education

Relevant IT qualifications or equivalent industry experience

Tools

ConnectWise PSA

ConnectWise RMM

Job description

Lyra Technology Groupis aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful. As a platform ofEvergreenServicesGroup, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Our Operating Company, ONGC, is looking for an experienced IT Support Engineer, Level 2 to join their team in Arundel, GQ.

About The Role

As a Level 2 IT Support Engineer, you'll provide advanced technical support across a diverse range of client environments while managing escalated issues from the Level 1 team. You'll take ownership of incidents from diagnosis through to resolution, contribute to infrastructure improvements, and help deliver an exceptional customer experience.

Key Responsibilities

• Provide Level 2 technical support across desktop, server, network, and cloud environments.
• Manage escalated incidents and service requests, ensuring timely resolution.
• Troubleshoot Microsoft 365, Azure, Active Directory, Exchange, and Windows environments.
• Support networking technologies including firewalls, switches, VPNs, and wireless infrastructure.
• Maintain accurate documentation and ticket updates within the PSA system.
• Build strong client relationships through professional communication and outstanding customer service.
• Assist with infrastructure upgrades, migrations, and technology projects.
• Collaborate with Level 3 Engineers on complex technical issues when required.

About You

To succeed in this role, you will ideally have MSP experience, excellent troubleshooting skills, and a proactive approach to customer support.

• 3+years' experience in an MSP or similar IT support environment.
• Relevant IT qualifications or equivalent industry experience.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, andWindows Server.
• Experience supporting networking technologies including switches, firewalls, VPNs and Wi‑Fi.
• Excellent communication and customer service skills.

Preferred Experience

• Microsoft certifications (MS-900, AZ-900, MD-102, MS-102, AZ-104, or similar).
• CompTIA, Cisco, or ITIL certifications.
• Experience with ConnectWise PSA and ConnectWise RMM.
• Exposure to Microsoft Intune, SharePoint, Microsoft Defender, or Azure Virtual Desktop
• Flexible working arrangements – 2 days WFH
• Clear career progression pathways
• Exposure to meaningful, enterprise technology projects
• Supportive, collaborative team culture focused on growth and innovation
• Opportunity to work with emerging AI technologies and innovative automation solutions
• Be part of a values-driven organisation committed to delivering exceptional outcomes for clients across Australia