L1/L2 Field Engineer

Appentency Recruitment Services; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Long-term career

Job summary

Appentency Recruitment Services is seeking a motivated L1/L2 Field Engineer to provide hands-on onsite IT support across multiple customer environments in Melbourne. You will install and configure computers, switches, firewalls and related equipment while advancing Microsoft 365 and basic networking capabilities.

The role suits candidates with foundational IT knowledge who enjoy practical work and interacting with customers.

Qualifications

• Foundational IT knowledge from work, qualification, or training.
• Experience in desktop support or onsite IT support is desirable.
• Basic networking concepts, Windows environments and Microsoft 365 understanding.
• Ability to troubleshoot and escalate when needed.
• Strong customer service and communication for onsite interactions.
• Willingness to learn across technologies and work across multiple clients.

Responsibilities

• Provide onsite and remote Level 1/2 IT support to end users across client environments.
• Install, configure and troubleshoot desktops, laptops, printers and IT equipment.
• Assist with switches, firewalls and network devices setup and config.
• Support Windows, Microsoft 365 administration, user config and troubleshooting.
• Join devices to Active Directory and manage user accounts and permissions.
• Document issues, manage tickets and provide timely customer updates.

Skills

IT Support

Desktop Support

Microsoft 365

Active Directory

Windows 10/11

Networking basics

VPN

RMM

Remote support

Education

IT qualification

Tools

Windows Server

Network devices

Job description

Full time, Permanent

1d ago , from Appentency Recruitment Services

Hands-on onsite IT support across multiple customer environments.

Opportunity to develop practical skills across Microsoft 365, networking, hardware and IT infrastructure.

Work with an experienced technical team and build a long-term career in Managed IT Services.

Our clienta small Managed Service Provider catering to over 40 customers in Melbourne.The MSP has many clients that they have been servicing for years. The team of10 including onshore and offshore caters to clients as a One Team to resolvecustomer issue promptly.

About the role

Our client is seeking a motivated and hands-on L1/L2 Field Engineer to provide onsite IT support, assist with hardware and network installations, and troubleshoot everyday technical issues across multiple customer environments.

This role is ideal for someone with foundational IT knowledge who enjoys practical, hands-on work and interacting with customers. You will visit client sites to install and configure computers, switches, firewalls and other IT equipment, while also supporting Microsoft 365, Windows environments and basic networking requirements.

The client is open to candidates with relevant IT support experience as well as capable graduates who demonstrate strong technical aptitude, a willingness to learn and a genuine interest in building a career in IT. Senior technical team members will be available to provide guidance and escalation support while you develop your skills and independence.

Role andResponsibilities:

The role will predominantly involve onsite IT support across the client's customer base in Melbourne. Other responsibilities include:

• Provide onsite and remote Level 1/ Level 2 IT support to end users across multiple customer environments.
• Install, configure and troubleshoot desktop computers, laptops, printers, phones and other IT equipment.
• Assist with the installation and setup of switches, firewalls, network devices and related infrastructure.
• Support Windows operating systems, device configuration, software installation and general hardware troubleshooting.
• Assist with Microsoft 365 administration, user configuration and basic troubleshooting.
• Join computers to Active Directory domains and assist with user accounts, shared drives and permissions.
• Troubleshoot basic network connectivity, VPN access and internet-related issues.
• Assist with basic Windows Server administration and infrastructure-related tasks under the guidance of senior engineers.
• Conduct scheduled onsite visits for device maintenance, IT health checks and general technology support.
• Ensure customer hardware and IT environments are maintained, organised and appropriately documented.
• Manage assigned support tickets, record troubleshooting steps and provide timely updates to customers.
• Research technical issues using knowledge bases, vendor documentation and appropriate AI tools to identify potential solutions.
• Escalate complex technical issues to senior engineers when required and follow established support procedures.
• Assist with IT projects, equipment deployments, upgrades and other technical activities as required.

Knowledge of the Following Technologies:

• Windows 10/11 and desktop hardware
• Microsoft 365 administration and configuration
• Active Directory and domain-joined devices
• Basic Windows Server and shared drive administration
• Networking fundamentals, including TCP/IP, DNS and DHCP
• Basic VPN and firewall troubleshooting
• Switches, routers, printers and other network equipment
• Microsoft Teams and common business applications
• Remote support tools and Remote Monitoring and Management (RMM) platforms
• IT ticketing systems and technical documentation

Candidates are not expected to have advanced expertise across every technology. A sound foundation, practical troubleshooting ability and willingness to learn are essential.

Experience and Skills Requirements :

• Foundational IT knowledge through relevant work experience, an IT qualification or practical technical training.
• Experience in desktop support, hardware troubleshooting, computer installations or onsite IT support is desirable.
• Basic understanding of networking concepts, Windows environments and Microsoft 365.
• Ability to identify technical issues, follow a structured troubleshooting process and determine when escalation is required.
• Strong customer service and communication skills, with a professional approach to onsite client interactions.
• Ability to work across multiple customers and adapt to different IT environments.
• Good analytical skills, initiative and a willingness to research and learn new technologies.
• Reliable, organised and capable of managing assigned tasks and support tickets.
• IT certifications, a degree or diploma in Information Technology or a related discipline are preferred.
• Full Australian driver's licence and access to a reliable vehicle for travel to client sites across Melbourne.

On Offer:

• Competitive Remuneration
• Good working environmentproviding a long term career