Service Desk Engineer, Level 2 - Concept Data

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 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 Dat is looking for a Service Desk Engineer, Level 2 to join their team in Adelaide, South Australia.

This is an exciting opportunity for a customer-focused IT professional looking to take the next step in their career within a growing Managed Service Provider. We're looking for someone with a passion for technology, excellent communication skills and a genuine desire to help customers.

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 Required

• Minimum 2 years' experience in an MSP or similar IT support environment.
• 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
• 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.