Level 2 ICT Support Engineer

Entag Pty Ltd; Albion; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working

Learning & development platform

Birthday off

Employee Assistance Program

Job summary

ENTAG is seeking a Level 2 ICT Support Engineer to join our Managed Services Practice in Australia. This full-time, permanent role is based in Brisbane or the Sunshine Coast, with hybrid and work-from-home options.

You’ll deliver exceptional technical support across hardware, software, networking, cloud technologies, and Microsoft 365 environments. You will mentor Level 1 staff, assist with service delivery, and contribute to continuous improvement initiatives while maintaining documentation and

Qualifications

• 3+ years in technical support or MSP environments.

Responsibilities

• Provide Level 2 support for complex hardware, software, networking, cloud, and M365 issues.
• Troubleshoot incidents to minimise customer impact and downtime.
• Take ownership of escalations from Level 1 and engage Tier 3 when needed.
• Deliver exceptional service with proactive communication and updates.
• Monitor customer environments and resolve issues before they impact operations.
• Maintain accurate ticket notes and knowledge base articles.
• Support and mentor Level 1 Engineers through coaching and knowledge sharing.
• Assist with project deployments and continuous service improvement initiatives.
• Contribute to team goals by meeting SLA, utilisation, and time-tracking targets.

Skills

Customer-focused

Problem-solving

Team collaboration

Education

IT Diploma/Degree

Tools

Windows

macOS

Networking

Server infrastructure

Microsoft 365

Fortinet

Meraki

Azure

Microsoft Teams

Intune

Job description

At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia’s largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large, enterprise and government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.

WhyYou’llLove Working at ENTAG

• Flexible ways of working – designed to support balance with hybrid and WFH options
• Reward & recognition – with award events, milestone recognition, and celebrating everyday wins
• Grow your career – supported by structured pathways and our dedicated learning platform
• Extra time for what matters – including your birthday off, service recognition leave, and the options to purchase additional annual leave
• Vibrant team culture – social events, team connection opportunities, and our popular ENTAG Move Club
• Wellbeing support – access our Employee Assistance Program whenever you need it
• Referral rewards – earn incentives through our Employee Referral Program

About The Position

We’relooking for a Level 2 ICT Support Engineer to join ENTAG’s Managed Services Practice. This is a full-time, permanent role based in Brisbane or the Sunshine Coast, whereyou’llplay a key role indelivering exceptional technical support across a diverse technology environment.

Working within our Managed Services team, you'll investigate and resolve complex technical issues escalated from Level 1 Support, providing solutions across hardware, software, networking, cloud technologies, and Microsoft 365 environments.Beyond technical troubleshooting, you'll contribute to continuous improvement by maintaining accurate documentation, enhancing processes and procedures, and helping build team capability. You'll act as a mentor to Level 1 Support Engineers, providing guidance, coaching and knowledge sharing, while also assisting with service delivery by managing Level 1 tickets when needed.

In This Role You Will

• Provide Level 2 support for complex and escalated hardware, software, network, cloud, and Microsoft 365 issues.
• Troubleshoot and resolve incidents efficiently, minimising customer impact and downtime.
• Take ownership of escalations from Level 1 Support and engage Level 3 Engineers when required.
• Deliver exceptional customer service through proactive communication and regular updates.
• Monitor customer environments, identifying and resolving issues before they impact operations.
• Maintain accurate ticket notes, technical documentation, and knowledge base articles.
• Support and mentor Level 1 Engineers through coaching, guidance, and knowledge sharing.
• Assist with project deployments, technology rollouts, and continuous service improvement initiatives.
• Contribute to team objectives by meeting SLA commitments, utilisation targets, and time-recording requirements.
• Demonstrate behaviours that align with Entag's values of Care, Partner, Empower, and Elevate.
• Be working rostered shifts between 7:00am and 7:00pm as required.
• Have the opportunity to participate in an on-call roster.

We’reLooking For

Atechnically capable and customer-focused professional who enjoys solving problems, collaborating with others, and making a meaningful impact on both team performance and client outcomes.

You'llthrive if you have:

• Experience in a technical support, service desk, help desk, or managed services role, ideally with 3 or more years of experience.
• Strong technical knowledge across Windows, macOS, networking, server infrastructure, and business applications.
• Experience supporting and administering Microsoft 365 environments, with a solid understanding of core Microsoft technologies.
• Exposure to network, infrastructure, cloud, and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, and Intune.
• Strong problem-solving skills, a customer-focused mindset, and the ability to communicate effectively with both technical and non-technical stakeholders.
• Proven troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Excellent communication skills, with the ability to translate technical concepts into clear, user-friendly language.
• A customer-first mindset and a passion for delivering exceptional service and building trusted relationships.
• A collaborative approach to teamwork, with a willingness to share knowledge and work effectively across teams.
• The ability to prioritise competing tasks and adapt to changing demands in a fast-paced environment.
• Strong attention to detail, with a commitment to maintaining accurate documentation and delivering quality outcomes.

Desirable extras include:

• Previous experience working within a Managed Services Provider (MSP) environment.
• A Diploma, Degree, or other relevant qualification in Information Technology, Computer Science, or a related field is advantageous but not essential.
• Industry certifications such as ITIL, CompTIA, Microsoft, Azure, Fortinet, Meraki, Microsoft 365, Microsoft Teams, Intune, or similar technologies are highly regarded. We're also keen to hear from candidates who are actively developing their skills and working towards certification.
• A passion for continuous learning, professional development, and staying current with emerging technologies and industry best practices.
• Experience coaching, supporting, and developing team members.