Senior Service Desk Engineer - Level 2 (Hybrid)

Lyra Technology Group; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Exposure to senior leadership

Career progression

Diverse client environments

Job summary

Lyra Technology Group in Adelaide, Australia is seeking a Service Desk Engineer, Level 2 to join their MSP team. You will provide advanced technical support, escalate from Level 1, and contribute to high-quality customer service.

The role covers Microsoft 365, Windows environments, networking, security, and proactive improvements. You will mentor junior staff and collaborate with senior engineers on client projects in a hybrid work setting.

Qualifications

• Minimum 3 years in an MSP or similar IT support environment.
• Strong communication and customer service skills.
• Experience with Microsoft 365, Windows, networking, security and cloud services.

Responsibilities

• Provide Level 2 technical support for escalated incidents and service requests.
• Diagnose and resolve complex issues across Microsoft 365, Windows 11, Windows Server, networking, Azure, security and business applications.
• Mentor and support Level 1 Service Desk Engineers.
• Manage tickets through full lifecycle with accurate documentation and timely resolution.
• Communicate progress and recommendations to clients.
• Contribute to root cause analyses and service improvements.
• Assist with cybersecurity, compliance and information security initiatives.
• Collaborate with senior engineers on projects and client improvements.

Skills

Microsoft 365

Windows 11

Windows Server

Microsoft Entra ID

Networking

Firewalls

Backup solutions

Endpoint security solutions

Troubleshooting

Customer service

Documentation

Mentoring

Multi-client environments

Tools

PSA/RMM platform

Azure

Job description

Lyra Technology Group in Adelaide, Australia is seeking a Service Desk Engineer, Level 2 to join their MSP team. You will provide advanced technical support, escalate from Level 1, and contribute to high-quality customer service.

The role covers Microsoft 365, Windows environments, networking, security, and proactive improvements. You will mentor junior staff and collaborate with senior engineers on client projects in a hybrid work setting.