Senior Service Desk Engineer (Level 2) – Hybrid MSP

RGIT Australia; Adelaide; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work 2 days from home

Job summary

Lyra Technology Group, through Concept Data in Adelaide, seeks a Service Desk Engineer Level 2 to deliver advanced technical support for clients. You will act as escalation for Level 1, mentor junior staff, manage ticket lifecycles, and drive service improvements in a growing MSP environment.

The role offers hybrid work with two days from home, working with senior engineers on diverse technologies and client environments.

Qualifications

• 3+ years in MSP or similar IT support.
• Experience with Microsoft 365, Windows and networking.
• Microsoft certifications and Azure experience are advantageous.

Responsibilities

• Provide Level 2 technical support for escalated incidents.
• Diagnose and resolve issues across M365, Windows, Azure, networking, security.
• Mentor Level 1 engineers and guide junior staff.
• Manage tickets through full lifecycle with accurate documentation.
• Communicate progress and recommendations to clients.
• Contribute to service improvements and security initiatives.
• Participate in after-hours support rotations and major incidents.

Skills

MSP experience

Microsoft 365

Windows 11

Windows Server

Networking & Firewalls

Troubleshooting

Customer service

Documentation

Tools

PSA/RMM

Azure

Job description

Lyra Technology Group, through Concept Data in Adelaide, seeks a Service Desk Engineer Level 2 to deliver advanced technical support for clients. You will act as escalation for Level 1, mentor junior staff, manage ticket lifecycles, and drive service improvements in a growing MSP environment.

The role offers hybrid work with two days from home, working with senior engineers on diverse technologies and client environments.