Senior IT Support Engineer (Level 2) – Onsite/Remote

Yarra Junction Pharmacy; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join their team. This onsite/remote role requires independent work as a sole technical resource with strong communication and customer-facing skills.

You will support multiple sites, mostly remotely with one day onsite, travel between client sites, and contribute to documentation, process improvements, and knowledge sharing within the Client Solutions team.

Qualifications

• 3+ years’ experience in a Level 2 IT support or similar technical role.
• Experience working within an MSP or customer-focused IT environment.
• Demonstrated ability to act as a senior or “go-to” technical resource for colleagues.
• Strong troubleshooting, analytical and problem-solving skills.
• Hands-on experience with hardware configuration, relocations and technical installations.

Responsibilities

• Own and resolve Level 2 technical issues from initial escalation through to successful resolution.
• Act as a senior technical escalation point and a go-to resource for complex technical issues.
• Provide hands‑on technical support across customer environments, including hardware, networking, infrastructure and Microsoft technologies.
• Troubleshoot and configure network equipment, systems and hardware as required.
• Support hardware-related relocations, installations and configuration activities across customer sites.
• Travel between multiple client sites as required, with travel costs reimbursed based on kilometres travelled.
• Lead customer communication and provide clear, professional updates throughout complex technical issues.
• Proactively identify recurring issues, technical risks and opportunities to improve customer environments.
• Maintain strong ticket ownership, documentation and communication throughout all work.
• Work closely with Team Leaders and the Service Delivery Manager to maintain service quality and customer commitments.
• Support knowledge sharing and provide technical guidance to other members of the team.
• Contribute to documentation, process improvements and the ongoing development of service delivery practices.
• Participate in projects and work collaboratively with the broader Client Solutions team.
• Demonstrate strong technical judgement, accountability and professional maturity when working independently with customers.

Skills

Level 2 IT support

MSP experience

Troubleshooting

Networking

Microsoft environments

End-user technologies

Customer service

Communication skills

Tools

Remote support tools

Ticketing systems

Documentation

Job description

Lyra Technology Group in Melbourne, Victoria, is seeking an IT Support Engineer, Level 2, to join their team. This onsite/remote role requires independent work as a sole technical resource with strong communication and customer-facing skills.

You will support multiple sites, mostly remotely with one day onsite, travel between client sites, and contribute to documentation, process improvements, and knowledge sharing within the Client Solutions team.