Level 2 IT Support Engineer — MSP, Cloud & Networking

RGIT Australia; Gold Coast City; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working – 2 days WFH

Career progression pathways

Growth and innovation culture

Job summary

Lyra Technology Group, an experienced MSP-backed holding company, is seeking a Level 2 IT Support Engineer to join ONGC in Arundel. You will provide advanced support across desktop, server, network, and cloud environments, taking ownership from diagnosis to resolution and helping drive client satisfaction.

The role emphasizes escalation handling, documentation, and collaboration with Level 3 engineers, with a typical 2 days per week of working from home.

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, VPNs and Wi‑Fi.
• Excellent communication and customer service skills.

Responsibilities

• 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 Online, 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.

Skills

MSP experience

Troubleshooting

Customer service

Networking

Microsoft 365

Azure

Active Directory

Exchange Online

Windows Server

Communication

Education

Relevant IT qualifications or equivalent industry experience

Tools

ConnectWise PSA

ConnectWise RMM

Job description

Lyra Technology Group, an experienced MSP-backed holding company, is seeking a Level 2 IT Support Engineer to join ONGC in Arundel. You will provide advanced support across desktop, server, network, and cloud environments, taking ownership from diagnosis to resolution and helping drive client satisfaction.

The role emphasizes escalation handling, documentation, and collaboration with Level 3 engineers, with a typical 2 days per week of working from home.