Service Desk Engineer, Level 2 - Concept Data

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

Service Desk Engineer, Level 2 - Concept Data

Adelaide, South Australia 5000, Australia

Full-time Permanent Mid-level Senior

Posted 30 Aug 2026

Description

Lyra Technology Groupis aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful. As a platform ofEvergreenServicesGroup, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

One of our Operating Companies,Concept Datais looking for aService Desk Engineer, Level 2to join their team inAdelaide, South Australia.

This is an exciting opportunity for an experienced IT professional to take the next step in their career within a growing Managed Service Provider. You will provide advanced technical support to clients, act as an escalation point for Level 1 engineers and play an important role in delivering exceptional customer service and continuous improvement.

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.
• Act as a technical escalation point and provide guidance and mentoring to Level 1 Service Desk Engineers.
• Manage tickets through their full lifecycle, ensuring accurate documentation and timely resolution.
• Communicate proactively with clients regarding progress, outcomes and technical recommendations.
• Perform root cause analysis and contribute to service and process improvements.
• 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 Required

• Minimum3 years' experiencein an MSP or similar IT support environment.
• Strong technical experience across:
• Microsoft 365
• Windows 11 and Windows Server
• Networking and firewalls
• Backup solutions
• Endpoint security solutions
• Strong troubleshooting and problem-solving capabilities.
• Excellent customer service and communication skills.
• Strong documentation and ticket management skills.
• Ability to mentor and support junior technical team members.
• Experience working across multiple client environments is highly desirable.
• Microsoft certifications, Azure experience, PSA/RMM platform experience, and cybersecurity or compliance knowledge will be advantageous.
• A clear progression pathway
• Hybrid working - work 2 days from home
• Direct exposure to senior leadership and commercial decision-making.
• Opportunity to develop your technical skills across a diverse range of technologies and client environments.
• Work within an experienced and supportive IT team focused on delivering high-quality service.