Level 2 Service Desk Technician — Hybrid, Growth & Autonomy

Lyra Technology Group; Western Australia; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Team escalation support

WFH days

Autonomy to build standards

Professional development

Values-driven culture

Job summary

Lyra Technology Group is seeking an experienced Level 2 Service Desk Technician to join Newtrend IT, our managed services team in Kewdale, WA. You will provide Level 2 support across multiple clients, resolving incidents from start to finish and maintaining strong ticket documentation.

You will work with Microsoft 365 applications, Windows endpoints, and networking basics, while collaborating with Level 1 technicians and participating in after-hours coverage when required.

Qualifications

• Minimum 3 years' experience delivering Level 2 support, ideally in an MSP environment.
• Strong practical knowledge of Microsoft 365 including Exchange Online, Teams, SharePoint, OneDrive and Entra ID.
• Solid understanding of Windows desktop support and identity/access management.
• Networking fundamentals: TCP/IP, DNS, DHCP, Wi‑Fi, VPNs.
• Experience working across multiple client environments with competing priorities.
• Ability to investigate issues, identify root causes and implement effective solutions.
• Experience working to SLAs and maintaining high-quality ticket documentation.

Responsibilities

• Provide Level 2 technical support across multiple managed services clients and technology environments.
• Own escalated incidents from investigation to resolution, handover or closure.
• Diagnose and resolve issues using remote tools, logs, monitoring, and vendor resources.
• Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Manage users, licences, mailboxes and access through Microsoft 365 and Entra.
• Support identity/authentication technologies, including MFA and Conditional Access.
• Troubleshoot Windows 10/11 endpoints, printers, mobile devices and other business tech.
• Support Active Directory, Group Policy, authentication, patching and endpoint management.
• Troubleshoot networking issues (TCP/IP, DNS, DHCP, VLANs, Wi‑Fi, VPNs).
• Assist with security, backups, servers, virtualization when required.
• Provide knowledge sharing to Level 1 technicians and participate in on-site/after-hours support.

Skills

Level 2 support

Microsoft 365

Windows support

Networking knowledge

SLA compliance

Multi-client environments

Customer communication

Endpoint management

Job description

Lyra Technology Group is seeking an experienced Level 2 Service Desk Technician to join Newtrend IT, our managed services team in Kewdale, WA. You will provide Level 2 support across multiple clients, resolving incidents from start to finish and maintaining strong ticket documentation.

You will work with Microsoft 365 applications, Windows endpoints, and networking basics, while collaborating with Level 1 technicians and participating in after-hours coverage when required.