Level 2 MSP Service Desk Technician — 2 WFH Days/Month

Lyra Technology Group; Western Australia; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Team Leader support and escalation

Two work-from-home days per month

Autonomy to build standards

Professional development

Values-driven culture

Job summary

Lyra Technology Group’s operating company Newtrend IT seeks an experienced Level 2 Service Desk Technician to join its MSP team in Kewdale, WA. You will support Microsoft 365 environments and resolve issues for a diverse client base.

We value practical troubleshooting, strong customer service, and the ability to manage escalations within SLAs. The role offers hybrid work with occasional after-hours support and growth opportunities within a values-driven organisation.

Qualifications

• Solid practical knowledge of Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive.
• Experience with Windows desktop support and identity/access management.
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VPN troubleshooting.
• Experience supporting multiple client environments with competing priorities.
• Ability to investigate issues, identify root causes and implement safe solutions.
• Experience working to SLAs and maintaining ticket documentation.

Responsibilities

• Provide Level 2 technical support across multiple managed services clients and environments.
• Own escalated incidents and service requests from investigation through resolution or closure.
• Diagnose and resolve issues using remote tools, logs, and vendor resources.
• Administer and troubleshoot Microsoft 365 apps and services.
• Manage users, groups, licences, mailboxes, permissions, and access.
• Support identity and access technologies including MFA and Conditional Access.
• Troubleshoot endpoints, printers, mobile devices and applications.
• Support Active Directory, Entra join, Group Policy and endpoint management.
• Troubleshoot networking issues: TCP/IP, DNS, DHCP, VLANs, Wi‑Fi, VPN.
• Assist with infrastructure services like security, backups, servers, and virtualization.
• Provide knowledge sharing to Level 1 technicians and participate in maintenance and after-hours support.

Skills

Microsoft 365

Exchange Online

Microsoft Entra ID

Windows desktop support

Networking

Active Directory

Customer service

SLA management

Job description

Lyra Technology Group’s operating company Newtrend IT seeks an experienced Level 2 Service Desk Technician to join its MSP team in Kewdale, WA. You will support Microsoft 365 environments and resolve issues for a diverse client base.

We value practical troubleshooting, strong customer service, and the ability to manage escalations within SLAs. The role offers hybrid work with occasional after-hours support and growth opportunities within a values-driven organisation.