IT Support Engineer Level 2 - Remote/Onsite Flex

Hambon Contracting; Sydney; Hybrid; AUD 75,000 - 110,000; Full time

Job summary

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join the team onsite with remote work options. The role involves handling Level 2 issues, providing hands-on support across hardware, networking and Microsoft technologies, and acting as a senior point of contact for customers across multiple sites.

The ideal candidate has 3+ years in Level 2 IT support within MSP or customer-focused environments, strong communication skills, and the ability to work

Qualifications

• 3+ years in Level 2 IT support or similar
• Experience in MSP or customer-focused IT environment
• Strong communication and problem-solving skills

Responsibilities

• Own and resolve Level 2 technical issues from initial escalation through to successful resolution.
• Act as senior technical escalation point for complex issues.
• Provide hands-on technical support across hardware, networking and Microsoft technologies.
• Troubleshoot and configure network equipment and systems as required.
• Support hardware relocations, installations and configuration across customer sites.
• Travel between client sites as required (reimbursed by kilometres).
• Lead customer communication and provide clear updates throughout complex issues.
• Identify recurring issues and opportunities to improve environments.
• Maintain ticket ownership and documentation.
• Collaborate with Team Leaders and Service Delivery Manager to maintain service quality.
• Support knowledge sharing and documentation.
• Contribute to process improvements and development of service delivery practices.
• Participate in projects with Client Solutions team.
• Demonstrate accountability and professional maturity when working independently.

Skills

Level 2 IT support

MS Windows

Networking

Microsoft 365

Customer communication

Troubleshooting

Hardware configuration

MS Active Directory

MS Exchange

Remote collaboration

Job description

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join the team onsite with remote work options. The role involves handling Level 2 issues, providing hands-on support across hardware, networking and Microsoft technologies, and acting as a senior point of contact for customers across multiple sites.

The ideal candidate has 3+ years in Level 2 IT support within MSP or customer-focused environments, strong communication skills, and the ability to work