Senior Support Engineer | Level 1.5-2 | MSP

Humanised Group; Brisbane; Hybrid; AUD 72,000 - 88,000; Full time

Job summary

Humanised Group is seeking an IT Support Technician in Brisbane to join a growing technical team. You will work across diverse client environments, resolving hardware, software, Microsoft 365 and network issues while guiding junior technicians.

The role emphasizes hands-on troubleshooting, strong client communication, and collaboration with other technicians. Eligible applicants have 2+ years in IT support and experience in MSP or IT services.

Qualifications

• 2+ years of IT support or Service Desk experience.
• Experience in MSP or IT services environment.
• Experience with Windows 10/11, Microsoft 365 and Active Directory.
• Experience troubleshooting hardware, software and basic networking.
• Exposure to Level 2 escalations or assisting junior technicians.
• Familiarity with ticketing systems and IT support processes.
• Good communication skills and a structured approach to troubleshooting.
• Exposure to change management requests and multi-client environments (advantageous).

Responsibilities

• Provide Level 1.5–2 technical support across multiple client environments.
• Troubleshoot and resolve hardware, software, Microsoft 365 and network connectivity issues.
• Assist junior technicians with escalations and troubleshooting.
• Manage support tickets and ensure issues are resolved within agreed timeframes.
• Support user administration, device configuration and general IT maintenance.
• Assist with technical changes and IT improvements.
• Communicate directly with clients to investigate and resolve issues.

Skills

Hands-on troubleshooting

Ticketing systems

Communication skills

Change management

Hardware troubleshooting

Tools

Windows 10/11

Microsoft 365

Active Directory

Job description

.The Opportunity

Humanised Group is partnering with an established Brisbane-based IT services provider to recruit an IT Support Technician to join their growing technical team.

This opportunity is suited to someone who has progressed beyond entry-level IT support and is looking to further develop their technical skills within a collaborative, customer-focused environment.

You'll be working across a variety of client environments, handling technical issues, supporting other technicians and gaining exposure to a broad range of technologies.

The Role As part of the technical support team, your responsibilities will include:

• Providing Level 1.5–2 technical support across multiple client environments.
• Troubleshooting and resolving hardware, software, Microsoft 365 and network connectivity issues.
• Assisting junior technicians with escalations and technical troubleshooting.
• Managing support tickets and ensuring issues are resolved within agreed timeframes.
• Supporting user administration, device configuration and general IT maintenance.
• Assisting with technical changes and ongoing IT improvements.
• Communicating directly with clients to investigate and resolve technical issues.

About You

We’re looking for someone who enjoys hands‑on troubleshooting, takes ownership of technical issues and is comfortable supporting both clients and other technicians.

Ideally, you’ll have:

• 2+ years of experience in IT support, Service Desk or a similar technical role.
• Previous experience working within an MSP or IT services environment.
• Hands‑on experience with Windows 10/11, Microsoft 365 and Active Directory.
• Experience troubleshooting hardware, software and basic networking issues.
• Exposure to Level 2 escalations or assisting junior technicians.
• Familiarity with ticketing systems and IT support processes.
• Good communication skills and a structured approach to troubleshooting.
• Experienced with working with change management requests

Exposure to change management, VoIP systems or supporting multiple client environments would be advantageous.

What’s On Offer?

• Salary of up to $80,000 + Super, depending on experience.
• Permanent opportunity with an established Brisbane-based business.
• Flexible working arrangements.
• Ongoing training and professional development opportunities.
• Exposure to a variety of technologies and client environments.
• Supportive team with opportunities to develop into more advanced technical responsibilities.