Level 2 Service Desk Technician — 2 WFH Days/Month

RGIT Australia; Western Australia; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Two work-from-home days per month

Job summary

Lyra Technology Group’s operating company Newtrend IT is seeking a Level 2 Service Desk Technician to join their Managed Services team in Kewdale, Western Australia. This role offers strong MSP exposure, focusing on Microsoft 365 environments and high-quality client support.

The successful candidate will resolve escalated incidents, work across multiple client environments, and contribute to knowledge sharing and maintenance activities within a supportive team.

Qualifications

• Minimum of 3 years' Level 2 experience, ideally within a Managed Service Provider.
• Strong practical knowledge of Microsoft 365, particularly Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID.
• Good understanding of Windows desktop support, identity and access management and common business applications.
• Solid general networking knowledge, including TCP/IP, DNS, DHCP, Wi‑Fi and VPN troubleshooting.

Responsibilities

• Provide Level 2 technical support across multiple managed services clients and technology environments.
• Own escalated incidents and service requests from investigation through to resolution, handover or closure.
• Diagnose and resolve technical issues using remote support tools, logs, monitoring platforms, vendor resources and sound technical judgement.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive and Microsoft 365 Apps.
• Manage users, groups, licences, mailboxes, permissions and access through Microsoft 365 and Microsoft Entra.
• Support identity and access technologies, including MFA, password resets and approved Conditional Access processes.
• Troubleshoot Windows 10/11 endpoints, applications, printers, mobile devices and other common business technology.
• Support Active Directory, Microsoft Entra join, Group Policy, authentication, patching and endpoint management.
• Troubleshoot common networking issues involving TCP/IP, DNS, DHCP, VLANs, Wi-Fi and VPNs.
• Assist with endpoint and email security, firewalls, backups, servers, virtualisation and other infrastructure technologies as required.
• Provide practical support and knowledge sharing to Level 1 technicians.
• Participate in planned maintenance, onsite support and after-hours coverage where required.

Skills

Microsoft 365

Exchange Online

Windows support

Networking basics

VPN troubleshooting

Customer service

Team collaboration

Tools

Active Directory

Microsoft Entra

Group Policy

MFA

Job description

Lyra Technology Group’s operating company Newtrend IT is seeking a Level 2 Service Desk Technician to join their Managed Services team in Kewdale, Western Australia. This role offers strong MSP exposure, focusing on Microsoft 365 environments and high-quality client support.

The successful candidate will resolve escalated incidents, work across multiple client environments, and contribute to knowledge sharing and maintenance activities within a supportive team.