Level 2 IT Support Engineer - Hybrid (MSP)

Preferable.Ai; Gold Coast City; Sur place; AUD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

2 days WFH

Résumé du poste

Lyra Technology Group is seeking an experienced IT Support Engineer, Level 2 to join their Arundel team. You will provide advanced technical support across client environments and manage escalated issues from Level 1 to resolution.

You will diagnose incidents, contribute to infrastructure improvements, and help deliver an exceptional customer experience. Experience with MSPs and Microsoft 365/Azure is essential.

Qualifications

• 3+ years’ experience in an MSP or similar IT support environment.
• Relevant IT qualifications or equivalent industry experience.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Exchange Online, and Windows Server.
• Experience supporting networking technologies including switches, firewalls, VPN, and Wi‑Fi.
• Excellent communication and customer service skills.

Responsabilités

• Provide Level 2 technical support across desktop, server, network, and cloud environments.
• Manage escalated incidents and service requests, ensuring timely resolution.
• Troubleshoot Microsoft 365, Azure, Active Directory, Exchange, and Windows environments.
• Support networking technologies including firewalls, switches, VPNs, and wireless infrastructure.
• Maintain accurate documentation and ticket updates within the PSA system.
• Build strong client relationships through professional communication and outstanding customer service.
• Assist with infrastructure upgrades, migrations, and technology projects.
• Collaborate with Level 3 Engineers on complex technical issues when required.

Connaissances

MSP experience

Microsoft 365

Azure

Active Directory

Exchange Online

Windows Server

Customer service

Troubleshooting

Outils

ConnectWise PSA

ConnectWise RMM

Microsoft Intune

SharePoint

Azure Virtual Desktop

Description du poste

Lyra Technology Group is seeking an experienced IT Support Engineer, Level 2 to join their Arundel team. You will provide advanced technical support across client environments and manage escalated issues from Level 1 to resolution.

You will diagnose incidents, contribute to infrastructure improvements, and help deliver an exceptional customer experience. Experience with MSPs and Microsoft 365/Azure is essential.