Saas Tech Support Engineer - Hardware & Displays

Pra; City of Brisbane; Presencial; AUD 65 000 - 100 000; Tempo integral

Resumo da oferta

Alliance Airlines is seeking an experienced L2 IT Support professional in Brisbane to manage escalations, troubleshoot complex incidents, and mentor junior team members. You will work across Windows, macOS, networking, and cloud platforms, ensuring reliable operations and proactive customer communication.

Preferred candidates hold IT qualifications with certifications in Fortinet/Meraki/Azure/Intune or readiness to pursue them.

Qualificações

• 3+ years in technical support, service desk or help desk (L2 level).
• Diploma/degree in IT or related field preferred.
• Certifications in Fortinet, Meraki, Azure, Microsoft 365 or willingness to pursue them.

Responsabilidades

• Provide L2 support for hardware, software, network, cloud and Microsoft 365 issues.
• Troubleshoot and resolve incidents to minimise customer downtime.
• Take ownership of escalations and engage L3 engineers when needed.
• Deliver excellent customer service with proactive updates.

Conhecimentos

Windows

macOS

Networking

Server infrastructure

Microsoft 365

Microsoft Teams

Formação académica

Diploma or degree in IT/CS

Industry certifications (Fortinet, Meraki, Azure, Intune, M365)

Ferramentas

Fortinet

Meraki

Azure

Intune

Microsoft 365 Admin

Descrição da oferta de emprego

What You Will Do

• Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues.
• Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime.
• Take ownership of escalations from L1 Support and engage L3 Engineers where required.
• Deliver exceptional customer service through proactive communication and regular updates.
• Monitor customer environments, identifying and addressing issues before they impact operations.
• Maintain accurate ticket notes, documentation and knowledge base articles.
• Support and mentor Level 1 Engineers through coaching and knowledge sharing.
• Assist with project deployments, technology rollouts and service improvements.
• Meet team objectives, including SLAs, utilisation targets and time recording requirements.
• Demonstrate behaviours aligned with Entag’s values of Care, Partner, Empower and Elevate.
• Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required.

What we’re looking for

• Strong technical knowledge across Windows, macOS, networking, server infrastructure and business applications.
• Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues.
• Excellent communication skills, with the ability to translate technical information into clear, user-friendly language.
• A customer-first mindset, focused on delivering exceptional service and building trusted relationships.
• A collaborative team player who enjoys sharing knowledge and working across teams.
• The ability to prioritise competing tasks and adapt in a fast-paced environment.
• Strong attention to detail, with a commitment to accurate documentation and quality outcomes.
• Experience coaching, supporting and upskilling team members is highly regarded.

Education and experience you’ll bring

• A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable).
• Industry certifications in technologies such as Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, Intune or related platforms, or a willingness to work towards certification as part of a structured learning pathway.
• 3+ years’ experience in a technical support, service desk or help desk role, including experience operating at a Level 2 support level, ideally within a Managed Services environment.
• Hands-on experience supporting and administering Microsoft 365 environments.
• Demonstrated experience across network, infrastructure and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure IaaS, Microsoft 365, Microsoft Teams and Intune.
• A passion for continuous learning and staying current with emerging technologies and industry best practices.

Why Join Alliance Airlines?

• Alliance Airlines is an established leader in contract and charter aviation, operating in safety‑critical and complex environments across Australia.
• In addition to the scope and impact of the role, Alliance offers a range of benefits.

Does this sound like you?

If this role aligns with your experience and skills, we encourage you to apply.