IT Support Engineer, Level 2 - ONGC

Lyra Technology Group; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangements – 2 days

Clear career progression pathways

Exposure to enterprise projects

Collaborative team culture

Job summary

Lyra Technology Group is seeking an experienced Level 2 IT Support Engineer to deliver advanced technical support across desktop, server, network, and cloud environments in Arundel, Queensland. You will own incidents from diagnosis to resolution, contribute to infrastructure improvements, and help provide exceptional customer service.

The role emphasizes MS365/Azure/AD/Exchange Online expertise and strong networking knowledge, with a flexible culture offering 2 days of work-from-home and clear

Qualifications

• 3+ years in an MSP or similar IT support environment.
• Experience providing Level 2 support across Microsoft environments.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, and Windows Server.
• Experience supporting networking technologies including switches, firewalls, VPN 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, 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

MS 365

Azure

Active Directory

Exchange Online

Windows Server

Networking

Customer service

Education

IT qualifications or equivalent

Tools

ConnectWise PSA

ConnectWise RMM

Microsoft Intune

SharePoint

Microsoft Defender

Azure Virtual Desktop

Job description

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, 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.

Essential Skills & Experience

• 3+years' experience in an MSP or similar IT support environment.
• Relevant IT qualifications or equivalent industry experience.
• Experience providing Level 2 support across Microsoft environments.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, andWindows Server.
• Experience supporting networking technologies including switches, firewalls, VPN 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

Benefits

• 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