Level 2 Service Desk Technician - Hybrid (2 WFH days/mo)

Lyra Technology Group; Western Australia; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Two work-from-home days per month

Autonomy to build standards and teams

Professional development and growth

Job summary

Lyra Technology Group is seeking a Level 2 Service Desk Technician to join Newtrend IT in Kewdale, WA. You will support multiple MSP clients, handling escalations and resolving complex Microsoft 365 and Windows issues.

Ideal candidates have 3+ years of Level 2 MSP experience, strong Microsoft 365 knowledge and solid networking skills. The role offers hybrid work arrangements with on-site support at times and opportunities for professional growth.

Qualifications

• 3+ years experience at Level 2 in a managed services environment
• Strong practical knowledge of Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and Entra ID
• Good understanding of Windows desktop support and identity/access management
• Solid networking knowledge (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
• Experience supporting multiple client environments and adhering to SLAs
• Ability to troubleshoot and explain technical issues to non-technical users
• Experience documenting tickets clearly and thoroughly

Responsibilities

• Provide Level 2 technical support across multiple MSP clients and environments
• Own escalated incidents from investigation through resolution and handover
• Troubleshoot and resolve issues using remote tools, logs, and vendor resources
• Manage Microsoft 365 resources including Exchange Online, Teams, SharePoint and OneDrive
• Administer Identity and access technologies including MFA and Conditional Access
• Troubleshoot Windows endpoints, printers, mobile devices and apps
• Support Active Directory, Group Policy, and endpoint management
• Assist with network issues (DNS, DHCP, VPN, VLANs)
• Contribute to knowledge sharing and mentoring Level 1 technicians
• Participate in planned maintenance and after-hours coverage

Skills

Microsoft 365

Exchange Online

Microsoft Teams

SharePoint Online

OneDrive

Entra ID

Windows support

Networking basics

SLA adherence

Customer service

Tools

MS 365 Admin Center

Remote support tools

Active Directory

Job description

Lyra Technology Group is seeking a Level 2 Service Desk Technician to join Newtrend IT in Kewdale, WA. You will support multiple MSP clients, handling escalations and resolving complex Microsoft 365 and Windows issues.

Ideal candidates have 3+ years of Level 2 MSP experience, strong Microsoft 365 knowledge and solid networking skills. The role offers hybrid work arrangements with on-site support at times and opportunities for professional growth.