Level 2 IT Support Engineer

Cipher Recruitment; City of Melbourne; Hybrid; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Hybrid working environment

Career development

Job summary

Cipher Recruitment's Melbourne client seeks a Level 2 IT Support Engineer. This hybrid role supports MSP clients remotely and onsite, requiring 3+ years in IT support or helpdesk.

You will deliver Level 1–2 remote and onsite help, resolve issues, meet SLAs, and work with AD, Azure, Exchange, Windows Server and networking. Onsite visits may be up to 3 days per week.

Permanent full-time, AUD 75k–85k + super, in Melbourne. Hybrid work, diverse tech exposure, and opportunities for growth.

Qualifications

• 3+ years' experience in a help desk or IT support role.
• Previous experience working for an IT Managed Service Provider (MSP) – essential.
• Strong knowledge across end-user support and Active Directory.
• Experience with Windows Server, Azure and Exchange.
• Exposure to networking (LAN/WAN, firewalls, switches).

Responsibilities

• Provide Level 1 and Level 2 remote and onsite technical support to managed service clients and adhere to SLAs.
• Resolve technical issues, support users across multiple environments, and contribute to problem management and root-cause analysis.
• Remote work and onsite client visits with onsite requirements up to 3 days per week.

Skills

MSP experience

Desktop support

Active Directory

Windows Server

Azure

Exchange

Networking

Customer service

Job description

Please Note: You MUST have worked for a IT Managed Service Provider (MSP) before to be considered for this role.

Only PR of Australia/Aus Citizens/NZ Citizens will be considered. Candidates on a visa will NOT be considered.

Please don't apply if you don't meed the above requirements.

Employment: Permanent, Full-Time

Working Arrangement: Hybrid – Work from Home & Onsite Client Support

Driver’s Licence & Reliable Vehicle: Required

Our client is an established and growing Australian Managed Service Provider (MSP) with a strong reputation for delivering high-quality technology solutions and support to a diverse range of businesses.

They are currently looking for an experienced Level 2 IT Support Engineer to join their Melbourne-based team. This is an excellent opportunity for an IT professional who enjoys working directly with clients, solving technical problems, learning new technologies and working in a fast-paced, collaborative MSP environment.

Level 2 IT Support Engineer – Melbourne | Hybrid

Please Note: You MUST have worked for a IT Managed Service Provider (MSP) before to be considered for this role.

Only PR of Australia/Aus Citizens/NZ Citizens will be considered. Candidates on a visa will NOT be considered.

Please don't apply if you don't meed the above requirements.

Location: Melbourne Metropolitan Area

Employment: Permanent, Full-Time

Salary: $75,000 – $85,000 + Super

Working Arrangement: Hybrid – Work from Home & Onsite Client Support

Driver’s Licence & Reliable Vehicle: Required

Our client is an established and growing Australian Managed Service Provider (MSP) with a strong reputation for delivering high-quality technology solutions and support to a diverse range of businesses.

They are currently looking for an experienced Level 2 IT Support Engineer to join their Melbourne-based team. This is an excellent opportunity for an IT professional who enjoys working directly with clients, solving technical problems, learning new technologies and working in a fast-paced, collaborative MSP environment.

The Role

As a Level 2 IT Support Engineer, you will provide Level 1 and Level 2 remote and onsite technical support to managed service clients. You will be responsible for resolving technical issues, meeting SLAs, supporting users across a range of environments and contributing to problem management and root-cause resolution.

The role will involve a combination of remote work and onsite visits to client locations, with onsite requirements generally up to 3 days per week, although this will vary depending on client requirements.

Key Responsibilities & Technologies

• Windows desktops and operating systems
• Microsoft Office / Microsoft 365
• Active Directory – on-premises and Azure
• Windows Server
• Azure
• Exchange
• Firewalls
• Switches
• LAN/WAN and networking
• Printing and end-user support
• Remote and onsite troubleshooting
• Problem management and root-cause analysis
• SLA-driven service delivery

What We're Looking For

The successful candidate will have:

• 3+ years' experience in a help desk/service desk or IT support role
• Previous experience working for an IT Managed Service Provider (MSP) – essential
• Strong technical knowledge across end-user support and Active Directory
• Experience with Windows Server, Azure and Exchange
• Exposure to networking, including LAN/WAN, firewalls and switches
• Strong analytical and problem-solving skills
• Excellent customer service and communication skills
• A professional, positive and approachable personality
• Ability to work effectively as part of a team
• Ability to work autonomously and manage competing priorities
• A methodical and detail-oriented approach
• Ability to work quickly while maintaining quality and accuracy
• A genuine willingness to learn and develop technically

What Our Client Offers

• Permanent full-time opportunity
• Competitive salary of $75K–$85K + Super
• Hybrid working environment
• Variety of remote and onsite client work
• Exposure to a broad range of technologies and environments
• Supportive and collaborative team culture
• Opportunities for ongoing technical development and upskilling

Eligibility Requirements

• Must be based in the Melbourne Metropolitan area
• Must hold Australian Citizenship or Permanent Residency
• Visa-sponsored or temporary visa candidates will not be considered
• Valid Australian driver's licence required
• Must have access to a reliable vehicle for onsite client support
• Applicants must be available to commence immediately
• A police check will be required during the final recruitment stage