Service Desk Engineer, Level 2 - Concept Data

Lyra Technology Group; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Exposure to senior leadership

Career progression

Diverse client environments

Job summary

Lyra Technology Group in Adelaide, Australia is seeking a Service Desk Engineer, Level 2 to join their MSP team. You will provide advanced technical support, escalate from Level 1, and contribute to high-quality customer service.

The role covers Microsoft 365, Windows environments, networking, security, and proactive improvements. You will mentor junior staff and collaborate with senior engineers on client projects in a hybrid work setting.

Qualifications

• Minimum 3 years in an MSP or similar IT support environment.
• Strong communication and customer service skills.
• Experience with Microsoft 365, Windows, networking, security and cloud services.

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.
• Mentor and support Level 1 Service Desk Engineers.
• Manage tickets through full lifecycle with accurate documentation and timely resolution.
• Communicate progress and recommendations to clients.
• Contribute to root cause analyses and service improvements.
• Assist with cybersecurity, compliance and information security initiatives.
• Collaborate with senior engineers on projects and client improvements.

Skills

Microsoft 365

Windows 11

Windows Server

Microsoft Entra ID

Networking

Firewalls

Backup solutions

Endpoint security solutions

Troubleshooting

Customer service

Documentation

Mentoring

Multi-client environments

Tools

PSA/RMM platform

Azure

Job description

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, 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 Data is looking for a Service Desk Engineer, Level 2 to join their team in Adelaide, 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

• Minimum 3 years' experience in an MSP or similar IT support environment.
• Strong technical experience across:
  • Microsoft 365
  • Windows 11 and Windows Server
  • Microsoft Entra ID
  • 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.

Benefits

• 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.