Onsite Level 2 Support Engineer | MSP

Fuse Technology; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Certification bonus

Job summary

Fuse Technology is seeking a motivated Level 2 Support Engineer to join our Sydney CBD team, splitting time between client sites and our Sydney HQ. You’ll solve a range of hardware, software, and network issues while delivering strong customer service.

You’ll support Microsoft cloud technologies (Microsoft 365, Azure, Endpoint Manager, Intune) and manage tickets within SLAs, collaborating with the IT team. This role includes on-site and remote support, plus ongoing certification opportunities.

Qualifications

• Minimum 2 years’ experience in a Level 2 or equivalent technical desktop support role, ideally within a Service Desk or MSP environment.
• Strong troubleshooting skills across desktop hardware, software, and network issues.
• Hands-on experience with Microsoft cloud technologies including Microsoft 365, Azure, Endpoint Manager, and Intune

Responsibilities

• Represent Fuse professionally at all times, fostering trust and delivering a positive customer experience
• Deliver Level 2 technical support to end-users via phone, email, and in-person, resolving hardware, software, and network issues promptly
• Support and maintain Microsoft cloud technologies, including Office 365, Azure, and Endpoint Manager
• Manage tickets accurately and within agreed timeframes, following standard operating procedures
• Collaborate with the IT team to provide excellent customer service and meet or exceed SLAs
• Install, configure, and maintain hardware (desktops, laptops, printers) and related equipment
• Oversee onboarding/offboarding processes, including software setup, system upgrades, and access management
• Maintain hardware/software inventory and asset tracking
• Provide remote and on-site support for customers’ infrastructure, systems, and applications
• Manage patching, security updates, backup monitoring, and issue resolution
• Monitor devices and infrastructure performance
• Stay current with industry developments through relevant certifications.
• Participate in the weekend On-Call roster
• Escalate complex technical problems to relevant teams as required

Skills

Troubleshooting

Microsoft 365

Azure

Intune

Endpoint Manager

Active Directory

Exchange

Networking basics

Customer service

Windows/macOS support

Tools

Office 365

Azure

Intune

Endpoint Manager

Active Directory

Exchange

Job description

We’re looking for a motivated and customer focused Level 2 Support Engineer to join our Sydney CBD team. You’ll split your time between several client sites and our Sydney HQ, giving you the perfect mix of hands-on problem solving and collaboration with our broader technical team.

As a trusted IT solutions provider, we manage our customers environments like we own it. This role will suit a motivated individual who thrives on supporting customers with a variety of technical troubleshooting.

What you'll be doing

• Represent Fuse professionally at all times, fostering trust and delivering a positive customer experience
• Deliver Level 2 technical support to end-users via phone, email, and in-person, resolving hardware, software, and network issues promptly
• Support and maintain Microsoft cloud technologies, including Office 365, Azure, and Endpoint Manager
• Manage tickets accurately and within agreed timeframes, following standard operating procedures
• Collaborate with the IT team to provide excellent customer service and meet or exceed SLAs
• Install, configure, and maintain hardware (desktops, laptops, printers) and related equipment
• Oversee onboarding/offboarding processes, including software setup, system upgrades, and access management
• Maintain hardware/software inventory and asset tracking
• Provide remote and on-site support for customers’ infrastructure, systems, and applications
• Manage patching, security updates, backup monitoring, and issue resolution
• Monitor devices and infrastructure performance
• Stay current with industry developments through relevant certifications.
• Participate in the weekend On-Call roster
• Escalate complex technical problems to relevant teams as required

What you'll bring

• Minimum 2 years’ experience in a Level 2 or equivalent technical desktop support role, ideally within a Service Desk or MSP environment
• Strong troubleshooting skills across desktop hardware, software, and network issues
• Hands on experience with Microsoft cloud technologies including Microsoft 365, Azure, Endpoint Manager, and Intune application packaging
• Solid knowledge of Active Directory, Group Policy, Exchange, and Windows/macOS operating systems
• Familiarity with network protocols and technologies such as TCP/IP, DNS, DHCP, and VPN
• Proficient in Microsoft Office suite and common business applications
• Excellent problem solving skills, capable of working independently and explaining technical solutions to non technical end users
• Strong attention to detail, with effective task prioritisation in a fast paced environment
• Exceptional verbal and written communication skills with a strong customer service focus
• Current Microsoft certifications are highly regarded.

About Fuse Technology

Fuse Technology is a Sydney based IT services company that is expanding due to rapid growth. For 10 years our skilled technical specialists have serviced a diverse client base Globally and within Australia, ranging from small to medium businesses to corporate businesses across a broad range of industries.

At Fuse, we provide support to our clients through highly skilled teams, ensuring our customers enjoy smooth, trouble-free experiences. We are successful because we pride ourselves on building solid relationships with our clients and offer expert IT solutions tailored to each business.

We are proud to be an equal opportunity workplace. We welcome diversity and promote an inclusive culture and work environment.

What we offer

• An environment that thrives on working with cutting-edge technologies
• A team of industry leading "techies" that live for technology
• A fast-paced workplace where no 2 days are the same
• A culture of continuous learning and development
• A friendly, committed and hardworking team to learn from and be part of
• Wecelebrate the achievement of certification and skill advancementby offering a certification bonus
• Awesome social events (like go-carting, axe throwing, indoor skydiving)
• To be considered for this role you will reside and be eligible to work full time in Australia. This is a fantastic opportunity for someone who would like to gain exposure to a range of technologies, work as part of a motivated team of technology guru’s and have the opportunity to grow along with the company.