Service Desk Engineer II - Hybrid MSP with Growth Path

Lyra Technology Group; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Clear progression pathway

Direct exposure to leadership

Skills development opportunities

Job summary

Lyra Technology Group is seeking a Service Desk Engineer, Level 2 to join Concept Dat in Adelaide, South Australia. You will provide escalated support, document resolutions, and collaborate with a skilled MSP team to deliver high-quality service.

The role requires strong communication, a customer-focused mindset and the ability to mentor junior staff across multiple client environments. Hybrid work options are available.

Qualifications

• Minimum 2 years' experience in an MSP or similar IT support environment.
• Experience across Microsoft 365, Windows 11 and Windows Server, Microsoft Entra ID, Networking and firewalls, Backup solutions, Endpoint security.

Responsibilities

• Provide Level 2 technical support for escalated incidents and service requests.
• Diagnose and resolve issues across Microsoft 365, Windows 11, Windows Server, networking, Azure, security and business applications.
• Collaborate with team members to share knowledge, solve problems and deliver positive outcomes for clients.
• Manage tickets through their full lifecycle, ensuring accurate documentation and timely resolution.
• Communicate proactively with clients regarding progress, outcomes and technical recommendations.
• Identify recurring issues and contribute ideas to improve customer experience and service delivery.
• Assist with cybersecurity, compliance and information security initiatives.
• Support major incident response and participate in after-hours support rotations when required.
• Collaborate with senior engineers and project teams on technical projects and client improvement initiatives.

Skills

MS 365

Windows 11/Server

Entra ID

Networking & Firewalls

Backup solutions

Endpoint security

Customer service

Documentation & ticketing

Mentor juniors

Multi-client environments

Certifications advantageous

Job description

Lyra Technology Group is seeking a Service Desk Engineer, Level 2 to join Concept Dat in Adelaide, South Australia. You will provide escalated support, document resolutions, and collaborate with a skilled MSP team to deliver high-quality service.

The role requires strong communication, a customer-focused mindset and the ability to mentor junior staff across multiple client environments. Hybrid work options are available.