IT Systems Support Engineer Level 1 - 2

NextGen HR Pty Ltd; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Permanent full-time role

Competitive salary package

Career development opportunities

Collaborative team culture

Job summary

NextGen HR Pty Ltd in Castle Hill is seeking an experienced Level 2 IT Support Engineer for an office-based, five days per week role.

You will own escalated issues across Microsoft, cloud, server and network environments, troubleshoot with a hands-on approach, and ensure clients receive a great experience.

The role offers a stable, full-time position with a competitive salary and opportunities to work with senior engineers across diverse client systems.

Qualifications

• Around 4+ years of IT support experience, ideally within an MSP environment.
• Strong Microsoft 365, Azure AD and Active Directory knowledge.
• Windows Server experience.
• Azure and Microsoft Intune experience.
• Solid networking fundamentals including IP troubleshooting, subnetting, routing, connectivity and firewalls.
• Experience with backup and disaster recovery technologies such as Datto or Veeam.
• Experience working within ticketing systems such as Autotask, ConnectWise or similar.
• An understanding of SLAs and working within a fast-paced support environment.
• Strong communication skills and the confidence to deal directly with clients.

Responsibilities

• Troubleshoot and resolve Level 2 tickets across Microsoft, cloud, server and network environments.
• Support clients remotely, over the phone and occasionally face-to-face.
• Manage your tickets from start to finish and keep clients updated along the way.
• Troubleshoot Microsoft 365, Azure AD, Active Directory, Windows Server, DNS and DHCP.
• Work across networking, connectivity, firewalls and IP troubleshooting.
• Support Azure, Intune and mobile device environments.
• Assist with backups, disaster recovery and business continuity solutions.
• Work with Senior Engineers and technical specialists on escalations and trickier issues.
• Keep client documentation and knowledge‑base information accurate and up to date.
• Get involved in project work and broader technical initiatives where required.

Skills

Microsoft 365

Azure AD

Active Directory

Windows Server

Networking basics

Backup and DR concepts

Troubleshooting skills

Customer-facing communication

Tools

Datto

Veeam

Autotask

ConnectWise

Azure Intune

Job description

If you’re an experienced Level 2 tech who loves solving problems, working with clients and being part of a team that actually enjoys working together, this could be a great next step.

Level 2 IT Support Engineer

Castle Hill | Full-Time | 5 Days Onsite

Important: This is an office-based role in Castle Hill, 5 days per week. If you’re looking for a hybrid or remote position, this one won’t be the right fit.

Why you’ll want to work here

• Join a growing MSP with plenty happening
• Work across a broad range of clients, systems and technology
• Genuine opportunities to develop your technical skills and career
• Work alongside experienced engineers and technical specialists
• A team that works hard, helps each other out and has a laugh along the way
• Permanent, full-time position with a competitive salary package

What you’ll be doing

As one of the Level 2 Engineers, you’ll be a key part of the support team, taking ownership of escalated and more complex technical issues and making sure clients receive a great experience along the way.

Day to day, you’ll:

• Troubleshoot and resolve Level 2 support tickets across Microsoft, cloud, server and network environments
• Support clients remotely, over the phone and occasionally face-to-face
• Manage your tickets from start to finish and keep clients updated along the way
• Troubleshoot Microsoft 365, Azure AD, Active Directory, Windows Server, DNS and DHCP
• Work across networking, connectivity, firewalls and IP troubleshooting
• Support Azure, Intune and mobile device environments
• Assist with backups, disaster recovery and business continuity solutions
• Work with Senior Engineers and technical specialists on escalations and trickier issues
• Keep client documentation and knowledge‑base information accurate and up to date
• Get involved in project work and broader technical initiatives where required

What we’re looking for

You don’t need to know absolutely everything, but you do need solid experience and the confidence to troubleshoot rather than simply follow a script.

Ideally, you’ll bring:

• Around 4+ years' IT support experience, ideally within an MSP environment
• Strong Microsoft 365, Azure AD and Active Directory knowledge
• Windows Server experience
• Azure and Microsoft Intune experience
• Solid networking fundamentals including IP troubleshooting, subnetting, routing, connectivity and firewalls
• Experience with backup and disaster recovery technologies such as Datto or Veeam
• Experience working within ticketing systems such as Autotask, ConnectWise or similar
• An understanding of SLAs and working within a fast-paced support environment
• Strong communication skills and the confidence to deal directly with clients

Most importantly, you’ll be someone who takes ownership, enjoys solving problems and works well as part of a team.

Sound like your kind of role?

If you’re ready to take the next step in your IT career and want to join a growing team where you can keep learning, get exposure to great technology and work with people who genuinely enjoy what they do, we’d love to hear from you.