IT Support Engineer Level 2 — Remote/Onsite MSP

JB Caravans; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join our Melbourne team. The role involves onsite and remote work with roughly 1–2 days onsite per week and travel to client sites as required.

The successful candidate will act as a senior resource, handling Level 2 issues, supporting hardware and Microsoft environments, and maintaining strong customer communications across multiple locations.

Qualifications

• 3+ years in a Level 2 IT support role.
• Experience in MSP or customer-focused IT environment.
• Act as a senior/“go-to” technical resource for colleagues.
• Strong troubleshooting and problem-solving skills.
• Hands-on hardware configuration, relocations and installations.
• Solid networking knowledge and troubleshooting.
• Experience with Microsoft end-user technologies.
• Experience supporting customers across multiple locations.
• Ability to work onsite independently while communicating with remote teams.
• Excellent written and verbal communication skills.
• Strong customer service mindset; explain technical issues to non-technical stakeholders.
• Proactive in identifying problems and improving processes.
• Current driver’s license and reliable vehicle for travel between client sites.
• Ongoing professional development and funded certification support.
• Flexible WFH and onsite arrangements (1–2 days onsite).
• Regular team events and high-performing culture.

Responsibilities

• Own and resolve Level 2 technical issues from escalation to resolution.
• Serve as senior escalation point for complex issues.
• Provide hands-on technical support across hardware, networking, and Microsoft environments.
• Troubleshoot and configure network equipment and systems.
• Support hardware relocations, installations and configurations at client sites.
• Travel between client sites as required with kilometres reimbursed.
• Lead customer communications with clear, professional updates.
• Identify recurring issues and opportunities to improve environments.
• Maintain ticket ownership, documentation, and communications.
• Collaborate with Team Leaders and Service Delivery Manager to ensure quality.
• Support knowledge sharing and technical guidance to teammates.
• Contribute to process improvements and service delivery practices.
• Participate in projects within Client Solutions team.
• Demonstrate accountability and maturity when working with customers.

Skills

Level 2 IT support

MSP experience

Senior go-to resource

Troubleshooting

Hardware installations

Networking knowledge

Microsoft environments

Multi-site support

Communication skills

Customer service mindset

Ownership

Driver's license

Documentation

Job description

Lyra Technology Group is seeking an IT Support Engineer, Level 2, to join our Melbourne team. The role involves onsite and remote work with roughly 1–2 days onsite per week and travel to client sites as required.

The successful candidate will act as a senior resource, handling Level 2 issues, supporting hardware and Microsoft environments, and maintaining strong customer communications across multiple locations.