Senior Support Engineer | MSP | Networking & Microsoft

Humanised Group; Adelaide; On-site; AUD 85,000 - 110,000; Full time

Job summary

Humanised Group in Adelaide is seeking a Senior Support Engineer to own escalated Level 2 tickets across Microsoft 365, Azure, networking, cloud and security. This hands-on role supports a range of client environments within our MSP.

You will troubleshoot complex issues, mentor Level 1 engineers, and contribute to project work and onsite deployments, while maintaining documentation and strong customer communication.

Qualifications

• 3+ years' experience in a technical support environment.
• Experience in MSP environment.
• Solid networking knowledge across TCP/IP, VLANs, routing, switching, VPN, DNS and DHCP.
• Hands-on Fortinet firewall administration and troubleshooting experience.
• Experience supporting Microsoft 365, Azure, Entra ID, Intune and Windows Server.

Responsibilities

• Resolve Level 2 incidents and service requests.
• Troubleshoot Microsoft 365, Azure, Entra ID, Intune and Windows Server.
• Provide advanced network troubleshooting and support.
• Managing and troubleshooting Fortinet firewalls, VPNs, routing and security policies.
• Supporting switching, wireless, DNS, DHCP and internet connectivity.
• Working with Cisco Meraki networking environments.
• Monitoring and proactively identifying infrastructure and network issues.
• Maintaining accurate ticket records and technical documentation.
• Providing technical guidance and mentoring to Level 1 technicians.
• Assisting with client projects, technology rollouts and onsite technical work.
• Escalating complex issues to senior engineers when required.
• Participating in a rotating support roster when required.

Skills

Networking

Troubleshooting

Customer communication

Documentation

On-site support

Ticket management

Tools

Fortinet firewall

Cisco Meraki

PowerShell

Veeam

ITIL

Microsoft Dynamics

Job description

Are you a Senior Support Engineer looking for your next opportunity within an established Managed Services Provider? This is a hands‑on technical role supporting a range of client environments across Microsoft, networking, cloud, infrastructure and security. You’ll be responsible for taking ownership of escalated Level 2 tickets, troubleshooting complex technical issues and working closely with senior engineers and project teams.

The Role

Your day-to-day will include:

• Resolving complex Level 2 incidents and service requests
• Troubleshooting Microsoft 365, Azure, Entra ID, Intune and Windows Server
• Providing advanced network troubleshooting and support
• Managing and troubleshooting Fortinet firewalls, VPNs, routing and security policies
• Supporting switching, wireless, DNS, DHCP and internet connectivity
• Working with Cisco Meraki networking environments
• Monitoring and proactively identifying infrastructure and network issues
• Supporting endpoint deployments, patching and device management
• Assisting with backup monitoring and recovery
• Maintaining accurate ticket records and technical documentation
• Providing technical guidance and mentoring to Level 1 technicians
• Assisting with client projects, technology rollouts and onsite technical work
• Escalating complex issues to senior engineers when required
• Participating in a rotating support roster when required

About You

We’re looking for a Level 2 Support Engineer, Systems Administrator or similar with 3+ years' experience in a technical support environment.

You’ll ideally have:

• Experience working within an MSP environment
• Strong networking knowledge across TCP/IP, VLANs, routing, switching, VPN, DNS and DHCP
• Hands‑on Fortinet firewall administration and troubleshooting experience
• Experience supporting Microsoft 365, Azure, Entra ID, Intune and Windows Server
• Experience with Cisco Meraki is highly regarded
• Strong troubleshooting and fault‑finding skills
• Experience managing escalated tickets through to resolution
• Strong customer communication and documentation skills
• The ability to manage multiple priorities and maintain ownership of your work
• A current driver’s licence and willingness to attend client sites when required

Experience with PowerShell, automation, Veeam, ITIL or Microsoft Dynamics would also be beneficial.

What’s on Offer

• Permanent opportunity within an established MSP
• Broad exposure across Microsoft, networking, cloud and infrastructure
• Opportunity to work on both support and project-related activities
• Exposure to more complex Level 2 technical environments
• Opportunity to mentor junior engineersClear development pathway towards Level 3 or Project Engineering
• Varied client environments and technical challenges

If you’re a Level 2 Support Engineer looking for a role where you can continue building your technical skills while working across a broad range of technologies, apply now or get in touch for a confidential discussion.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• Do you have hands‑on experience administering and troubleshooting Fortinet firewalls, including VPNs, routing, security policies and connectivity issues?
• Do you hold a current Australian driver’s licence and have the ability to attend client sites when required?