IT Systems Support Engineer Level 2 - Growth & Stability

NextGen HR; Sydney; On-site; AUD 75,000 - 110,000; Full time

Job summary

NextGen HR is seeking an experienced IT Systems Support Engineer (Level 2) to join our Castle Hill office in Sydney. You will handle a high volume of Tier 2 support requests, delivering proactive, professional remote and on-site assistance to clients.

This role focuses on AD/DNS, Windows Server, Azure, MDM/Intune, and backup solutions, with escalation to Senior Engineers and other technical teams to ensure excellent customer service.

Qualifications

• Minimum 4 years of experience in a similar role within a Managed Service Environment.
• Understanding of ITIL & SLAs.
• Backup and DR technologies (Datto, Veeam).
• Autotask, ConnectWise or other ticketing system knowledge.

Responsibilities

• Handle high-volume Level 2 support requests via ticketing CRM with regular progress updates.
• Provide technical advice to clients and interact with third parties on their behalf.
• Deliver quality remote support in a timely fashion, adhering to SLAs, using remote access tools.
• Learn and update documentation in the knowledgebase and create/update process docs.
• Collaborate with Senior Engineers and Team Leaders on escalations and project work.
• Interact with all technical teams within the business on a regular basis.

Skills

AD & DNS

Windows Server

Azure cloud

MDM & Intune

Networking & routing

Backup & DR

Apple iOS/Android mgmt

ITIL & SLA knowledge

Client communication

Tools

Autotask

ConnectWise

Job description

NextGen HR is seeking an experienced IT Systems Support Engineer (Level 2) to join our Castle Hill office in Sydney. You will handle a high volume of Tier 2 support requests, delivering proactive, professional remote and on-site assistance to clients.

This role focuses on AD/DNS, Windows Server, Azure, MDM/Intune, and backup solutions, with escalation to Senior Engineers and other technical teams to ensure excellent customer service.