Level 2 Technical Support Engineer (MSP)

Systima; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work locations (Collingwood/Mel

Certification funding

Dedicated training time

Job summary

Systima is seeking a Level 2 Technical Support Engineer (MSP) to join one of its Support Services pods. You will own escalations for a financially regulated client, resolve issues across Microsoft 365/Azure/Entra ID, and maintain compliance requirements.

This hybrid role supports clients from Melbourne (Collingwood) or Sydney (Alexandria) with a focus on secure, audited operations and strong SLA performance.

Qualifications

• Experience resolving Level 2 escalations in MSP environments.
• Familiarity with MSP tooling and documentation processes.
• Ability to follow audited procedures within a regulated account.

Responsibilities

• Resolve Level 2 escalations within SLA targets.
• Troubleshoot Microsoft 365, Azure, Entra ID, endpoint and network issues.
• Maintain accurate environment documentation and onboarding/offboarding workflow.
• Escalate to Level 3 or NOC/SOC as needed.
• Ensure compliance procedures are applied consistently.

Skills

Networking basics

MSP service desk

MSP stack knowledge

Compliance procedures

Client communication

Security awareness

Tools

MSP PSA/RMM

Documentation platform

Microsoft 365

Azure

Intune administration

Job description

Level 2 Technical Support Engineer (MSP)

Systima is a well-established Managed Service Provider with offices in Collingwood, Melbourne and Alexandria, Sydney, supporting small, medium and enterprise clients across Australia. This role sits within one of our dedicated Support Services pods, with particular ownership of a financially regulated client account where compliance and security expectations run higher than usual.

About the Role

We are looking for a Level 2 Support Engineer to join one of our PODs and take ownership of a financially regulated client account. You will resolve escalated tickets, hold SLA performance, and operate correctly within that client's compliance and security bar. This role is open to candidates based in either Melbourne or Sydney.

What You Will Be Doing

• Resolve Level 2 escalations from Level 1 within your pod's SLA targets, with particular ownership of this client's tickets
• Administer and troubleshoot Microsoft 365, Azure, Entra ID, endpoint and network issues within the client's environment
• Apply the client's compliance procedures correctly and without deviation
• Provide day-to-day operational support for the client's compliance recording platforms, while responsibility for the underlying architecture remains outside the scope of the role
• Escalate to Level 3 or our NOC and SOC team per our standard matrix
• Maintain accurate, current documentation for the client's environment
• Contribute to onboarding and offboarding workflows within SLA
• Work within your Team Leader's SLA monitoring cadence

What You Will Bring

• Working networking knowledge, including routing, switching, VPN and firewall troubleshooting, sufficient to operate confidently in a multi site client environment and elevate network issues accurately. This is essential
• MSP service desk experience with demonstrated progression from Level 1 toward Level 2 ticket ownership
• Solid working knowledge of a modern MSP stack, including PSA and RMM platforms, a documentation platform, and Microsoft 365, Azure and Intune administration
• Comfortable following strict, audited procedures without deviation, given this account's compliance obligations
• Clear, professional client communication. This is a key account with direct stakeholder visibility
• Basic security awareness, including patch cadence, multi factor authentication and least privilege application

Nice to Have

• Prior exposure to a regulated or financial services client environment
• Familiarity with conditional access or geo blocking concepts
• Exposure to endpoint detection alert handling at Level 1 or Level 2

What We Offer

• Competitive salary, reviewed annually
• Hybrid working from Collingwood, Melbourne or Alexandria, Sydney, depending on your location
• Funded certifications and dedicated training time
• Genuine progression paths into technical escalation, security operations, automation, mobile device management or user lifecycle specialisation
• A business that documents things properly and backs its service desk with real tooling

Full working rights in Australia are required. Please indicate whether you are based in Melbourne or Sydney, or open to either.