IT Systems Support Engineer (Level 2) – Client-Facing Role

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

Job summary

NextGen HR is seeking an IT Systems Support Engineer (Level 2) for their Castle Hill office in NSW. The role handles Tier 2 support requests, delivering high-quality customer service and remote support while collaborating with Senior Engineers and other teams.

Ideal candidates have 4+ years in a similar MSP environment, solid ITIL/SLA understanding, and experience with Datto/Veeam backups and Autotask/ConnectWise ticketing. Strong AD/Windows Server and Azure skills are essential.

Qualifications

• 4+ years of experience in a similar MSP/managed services role.
• Understanding of ITIL and SLAs.
• Back-up and DR technologies (Datto, Veeam).
• Ticketing system experience (Autotask/ConnectWise or similar).

Responsibilities

• Handle Tier 2 support requests via ticket-based CRM with updates to clients.
• Provide technical advice and liaise with third parties on behalf of clients.
• Deliver quality remote support in line with SLAs using remote access tools.
• Create/update documentation using the in-house knowledgebase platform.
• Collaborate with Senior Engineers, SMEs, and Team Leaders on escalations and project work.
• Engage with other technical teams to coordinate solutions.

Skills

Active Directory

Windows Server

Azure Cloud

MDM & Intune

Networking

IP Troubleshooting

Tools

Autotask

ConnectWise

Job description

NextGen HR is seeking an IT Systems Support Engineer (Level 2) for their Castle Hill office in NSW. The role handles Tier 2 support requests, delivering high-quality customer service and remote support while collaborating with Senior Engineers and other teams.

Ideal candidates have 4+ years in a similar MSP environment, solid ITIL/SLA understanding, and experience with Datto/Veeam backups and Autotask/ConnectWise ticketing. Strong AD/Windows Server and Azure skills are essential.