Level 2 MSP Engineer

Zeara Managed Services Pty Ltd; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

Zeara is a Melbourne-based IT services provider delivering managed IT support, cloud hosting, cybersecurity and infrastructure solutions to businesses across a range of industries. We’re not your typical IT support company.

Alongside our managed services operations, we run our own private cloud infrastructure, giving our engineers exposure to everything from everyday user support through to virtualisation, servers, networking and data centre environments.

Qualifications

• Minimum 5 years experience in IT support.
• Strong troubleshooting across Windows desktop and server environments.
• Hands-on experience administering and supporting Microsoft 365.
• Solid understanding of Windows Server, Active Directory, networking and DNS.
• Experience with VMware and/or Hyper‑V virtualization.
• Confidence supporting users both remotely and onsite.
• Excellent communication skills and the ability to explain technical issues clearly to non-technical people.
• A current driver's licence and willingness to travel to client sites around Melbourne.

Responsibilities

• Provide Level 2 technical support to business clients via phone, remote access and onsite visits
• Troubleshoot Windows desktops, laptops, applications, printers and networking issues
• Diagnose and resolve complex technical problems, escalating when appropriate
• Assist with new user onboarding, device deployments and system configurations
• Manage support tickets, document solutions and maintain clear communication with clients
• Participate in a rotating after-hours on-call roster
• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive
• Manage user accounts, permissions, MFA and Microsoft Entra ID
• Support Windows Server environments, Active Directory, Group Policy, DNS and DHCP
• Support virtual server environments using VMware and/or Microsoft Hyper‑V

Skills

Level 2 IT support

Windows troubleshooting

Microsoft 365 administration

VMware / Hyper-V

Remote & on-site support

Strong communication

Tools

Microsoft 365

VMware

Hyper-V

Active Directory

DNS

DHCP

Job description

This is a hands-on role combining remote helpdesk support, onsite client visits and infrastructure administration. You'll work across a diverse range of customer environments, troubleshooting issues, implementing solutions and helping keep our clients' systems running smoothly. Unlike roles where you're limited to a narrow set of support tasks, this position offers the opportunity to work across a broad technology stack, including our own private cloud and hosting infrastructure.

Key responsibilities

Provide Level 2 technical support to business clients via phone, remote access and onsite visits

Troubleshoot Windows desktops, laptops, applications, printers and networking issues

Diagnose and resolve complex technical problems, escalating when appropriate

Assist with new user onboarding, device deployments and system configurations

Manage support tickets, document solutions and maintain clear communication with clients

Participate in a rotating after-hours on-call roster

Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive

Manage user accounts, permissions, MFA and Microsoft Entra ID

Support Windows Server environments, Active Directory, Group Policy, DNS and DHCP

Support virtual server environments using VMware and/or Microsoft Hyper‑V

About you

Previous experience in a Level 2 IT support role, ideally within a Managed Service Provider (MSP)

Strong troubleshooting skills across Windows desktop and server environments

Hands‑on experience administering and supporting Microsoft 365

Solid understanding of Windows Server, Active Directory, networking and DNS

Experience with VMware and/or Hyper‑V virtualisation

Confidence supporting users both remotely and onsite

Excellent communication skills and the ability to explain technical issues clearly to non-technical people

Strong organisational skills and the ability to manage competing priorities

A current driver's licence and willingness to travel to client sites around Melbourne

Minimum 5 years experience required

About us

Zeara is a Melbourne-based IT services provider delivering managed IT support, cloud hosting, cybersecurity and infrastructure solutions to businesses across a range of industries. We’re not your typical IT support company. Alongside our managed services operations, we run our own private cloud infrastructure, giving our engineers exposure to everything from everyday user support through to virtualisation, servers, networking and data centre environments. We’re a team that values technical ability, initiative, great customer service and people who genuinely enjoy solving problems.