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

4Cyte Pathology Pty; Hervey Bay; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible WFH/onsite

Team events

Job summary

Lyra Technology Group is seeking an IT Support Engineer, Level 2 to join our team in Melbourne, Victoria. This role is largely remote with one day onsite per week, and potentially more depending on client needs.

You will resolve Level 2 issues, support hardware, networking and Microsoft environments, and travel between client sites as required. Strong communication and independent working style are essential.

Qualifications

• 3+ years’ experience in a Level 2 IT support or similar role.
• Experience in MSP or customer-focused IT environments.
• Proven ability to act as a senior or “go-to” technical resource.
• Strong troubleshooting and problem-solving skills.
• Hands-on hardware configuration and deployments.
• Solid networking knowledge and Microsoft environments.
• Ability to work independently onsite while communicating with remote teams.
• Excellent written and verbal communication.
• Current driver’s licence and vehicle access for site travel.
• Willingness to ongoing professional development and certs.
• Flexible WFH and onsite 1-2 days

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

IT Support

Level 2 Support

MSP experience

Networking

Hardware configuration

Documentation

Communication skills

Ownership & accountability

Driver's license

Windows environments

Tools

MS Windows

Job description

Lyra Technology Group is seeking an IT Support Engineer, Level 2 to join our team in Melbourne, Victoria. This role is largely remote with one day onsite per week, and potentially more depending on client needs.

You will resolve Level 2 issues, support hardware, networking and Microsoft environments, and travel between client sites as required. Strong communication and independent working style are essential.