Level 2 ICT Support Engineer — Hybrid MSP Specialist

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

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