Ozdoc - Support Engineer – Level 2 (Oct'26)

Acworth Recruitment; Gold Coast City; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Career development opportunities

Flexible work options

Burleigh Heads location

Salary and superannuation

Job summary

Ozdoc Solutions is seeking an experienced Level 2 Support Engineer to join our medical IT team on the Gold Coast. You will troubleshoot and resolve escalated IT issues across Windows, networks, servers and cloud environments for healthcare clients, with clear growth paths to L3 Support or Field Engineering.

The role emphasizes hands-on technical work, strong client communication and ongoing professional development within a supportive environment at Ozdoc on the Gold Coast.

Qualifications

• Strong troubleshooting and problem-solving capabilities.
• Excellent communication and customer service skills.
• Experience supporting Windows desktop environments.
• Exposure to Microsoft 365 and cloud technologies.
• Understanding of networking fundamentals.
• Experience working with servers and/or infrastructure.
• Ability to diagnose problems rather than simply follow a script.
• Strong attention to detail and documentation skills.

Responsibilities

• Provide Level 2 technical support to clients across a range of IT environments.
• Investigate and resolve escalated technical issues.
• Troubleshoot hardware, software, network and connectivity issues.
• Support Microsoft and cloud-based environments.
• Diagnose issues across desktops, servers and network infrastructure.
• Manage tickets through to resolution while maintaining clear client communication.
• Escalate complex issues appropriately and work collaboratively with other engineers.
• Assist with maintaining and supporting client infrastructure.
• Contribute to projects, improvements and technology upgrades.
• Document solutions, processes and technical information.
• Build strong relationships with clients through exceptional communication and service.
• Continue developing your technical knowledge and capabilities.

Skills

Troubleshooting

Communication

Documentation

Team player

Independent work

Willingness to learn

Education

IT qualifications or certifications

Tools

Windows

Microsoft 365

Job description

Ozdoc - Support Engineer – Level 2 (Oct'26)

Ozdoc (Gold Coast)

• Step into a genuine Level 2 support role with a clear career pathway
• Grow towards L3 Support or progress into Field Engineering
• Join a specialist Medical IT provider where your development matters

About Ozdoc Solutions

Ozdoc Solutions Partnership is Australia’s premier Medical IT provider, delivering customised technology solutions to meet the needs of today's demanding healthcare industry.

We design and implement the best combination of on-premise, hybrid and complete cloud systems, incorporating hardware, software and state-of-the-art digital solutions.

We are committed to excellence, growth, integrity and innovation, while always striving to be as human as possible — after all, our clients and our team are at the heart of everything we do.

“We care for technology so you can care for people.”

About the Role

We are looking for an experienced and motivated Level 2 Support Engineer to join our team and take the next step in their IT career.

This is a hands‑on technical support role where you'll be working directly with our healthcare clients to investigate, troubleshoot and resolve more complex IT issues across their environments.

You'll be part of a professional support team, taking escalated issues beyond first‑response troubleshooting and working through problems across servers, desktops, networks, Microsoft environments, cloud systems and other technologies within our clients' environments.

We're not simply looking for someone who wants to stay at Level 2. We're looking for someone with the drive and capability to keep developing.

For the right person, there are two potential career pathways:

Pathway 1 – L2 Support → L3 Support

Continue developing your technical depth, taking on increasingly complex escalations, troubleshooting and infrastructure responsibilities as you progress towards a Level 3 Support Engineer role.

Pathway 2 – L2 Support → L2 Field Engineer → L3 Field Engineer

For someone who enjoys getting out from behind the desk, there is also the opportunity to develop into a Field Engineering role, gaining greater hands‑on exposure to client environments, projects and infrastructure before progressing towards L3 Field Engineering.

The pathway will depend on your strengths, interests and career aspirations.

What You’ll Be Doing

• Provide Level 2 technical support to clients across a range of IT environments
• Investigate and resolve escalated technical issues
• Troubleshoot hardware, software, network and connectivity issues
• Support Microsoft and cloud‑based environments
• Diagnose issues across desktops, servers and network infrastructure
• Manage tickets through to resolution while maintaining clear client communication
• Escalate complex issues appropriately and work collaboratively with other engineers
• Assist with maintaining and supporting client infrastructure
• Contribute to projects, improvements and technology upgrades
• Document solutions, processes and technical information
• Build strong relationships with clients through exceptional communication and service
• Continue developing your technical knowledge and capabilities

What We’re Looking For

We're looking for someone who already has a solid foundation in IT support and is ready to take their technical career further.

You'll ideally have:

• Previous experience working in a Level 2 IT Support role or at least 18 months working in a Level 1 IT Support role.
• Strong troubleshooting and problem‑solving capabilities
• Experience supporting Windows desktop environments
• Exposure to Microsoft 365 and cloud technologies
• Understanding of networking fundamentals
• Experience working with servers and/or infrastructure
• The ability to diagnose problems rather than simply follow a script
• Excellent communication and customer service skills
• Strong attention to detail and documentation skills
• A positive, proactive and can‑do attitude
• The ability to work independently while being a strong team player
• A genuine desire to learn, develop and progress your career

Relevant IT qualifications and certifications will be highly regarded, including Microsoft certifications and other industry‑recognised technical qualifications.

We're also interested in where you want to go next. If you're ambitious, enjoy solving problems and want to develop towards L3 Support or Field Engineering, we'd like to hear from you.

What’s on Offer

• $75,000 – $85,000 + superannuation, depending on experience and capability
• Genuine career development opportunities
• Clear pathways towards L3 Support or L2/L3 Field Engineering
• Additional after‑hours remuneration on top of your base salary
• Proactive and supportive work environment
• Up‑to‑date technology and equipment
• Challenging work where you're always learning
• Burleigh Heads location — work close to home
• Flexible work options
• Salary sacrifice plans
• Employee referral program
• Peer bonus program
• Birthday gift voucher and the day off — yes, we don't work birthdays at Ozdoc !
• Quarterly team‑building events
• Monthly team lunches
• The opportunity to have your ideas heard and make a genuine contribution

Why Ozdoc?

At Ozdoc, you're not just another technician working through a queue of tickets.

You'll become part of a close‑knit team supporting clients where technology genuinely matters. You'll have exposure to a broad range of environments, the opportunity to work on interesting technical challenges and the support to keep developing your career.

If you're ready to move beyond Level 2 and want a role where your next step is part of the plan, this could be the opportunity you've been looking for.