Support Engineer

Searchability®; Canberra; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Permanent full-time opportunity

Modern Microsoft-focused technology

Exposure to a wide variety of clientEn

Ongoing training & development

Collaborative team & career growth

Office-based role five days a week

Job summary

Searchability® is expanding its Canberra team and hiring two Level 2/3 Support Engineers. You’ll deliver hands-on Microsoft infrastructure support across diverse client environments, owning escalated incidents through to resolution while maintaining excellent customer service.

You’ll work in a modern MSP environment with a MS-focused tech stack and ongoing training, in an office-based role five days a week. 3+ years in MSP and strong communication are required.

Qualifications

• 3+ years' experience in an MSP or similar technical support environment.
• Excellent troubleshooting and analytical skills.
• Outstanding customer service and communication skills.
• Strong time management and prioritisation abilities.
• Proactive approach to learning and continuous improvement.
• Ability to work independently while contributing to a collaborative team.

Responsibilities

• Provide Level 2/3 technical support across Microsoft infrastructure environments.
• Manage escalated support tickets within SLA timeframes.
• Troubleshoot complex desktop, server and networking issues.
• Support Microsoft 365, Intune and Windows Server environments.
• Diagnose internet connectivity issues and resolve network faults.
• Install, configure and maintain hardware and software.
• Maintain documentation, ticket notes and procedures.
• Escalate complex issues while keeping clients informed throughout the process.
• Collaborate with engineers and contribute to service improvements.

Skills

Microsoft 365

Windows Server

Windows 10/11

Active Directory

DNS/DHCP/TCPIP

VPNs

Office applications

Hardware deployment

Troubleshooting

Job description

Level 2/3 Support Engineer | Canberra | $85,000 - $110,200 + Super (Depending on Experience)

Looking to step into a technical role where no two days are the same?

We're partnering with a well-established Managed Service Provider (MSP) that delivers IT solutions to a diverse range of Australian businesses. Due to continued growth, they're looking to add two experienced Level 2/3 Support Engineers to their Canberra team.

This is a hands-on technical role suited to someone who enjoys solving complex infrastructure issues, working across Microsoft technologies, and delivering exceptional customer service in a fast-paced MSP environment.

What's on Offer

• $85,000 - $110,200 + Super (depending on experience)
• Permanent full-time opportunity
• Modern Microsoft-focused technology stack
• Exposure to a wide variety of client environments
• Ongoing training and professional development
• Collaborative and supportive technical team
• Stable business with genuine career progression opportunities
• Office-based role (5 days per week)

About the Role

Working within a high-performing Service Delivery team, you'll provide Level 2/3 technical support across multiple client environments, taking ownership of escalated incidents through to resolution while maintaining exceptional customer service.

You'll be responsible for:

• Providing Level 2/3 technical support across Microsoft infrastructure environments
• Managing escalated support tickets within agreed SLA timeframes
• Troubleshooting complex desktop, server and networking issues
• Supporting Microsoft 365, Intune and Windows Server environments
• Diagnosing internet connectivity issues and resolving network faults
• Installing, configuring and maintaining hardware and software
• Maintaining accurate documentation, ticket notes and technical procedures
• Escalating complex issues where required while keeping clients informed throughout the support process
• Collaborating closely with engineers and contributing to continuous service improvements

Technical Skills

We're looking for experience across:

• Microsoft 365
• Windows Server administration
• Windows 10 & Windows 11
• Active Directory & Group Policy
• DNS, DHCP and TCP/IP networking
• VPNs and remote connectivity
• Microsoft Office applications
• Hardware deployment and troubleshooting
• Strong fault-finding and root cause analysis

Nice to Have

• 3+ years' experience within a Managed Service Provider (MSP)
• Experience with cybersecurity best practices and frameworks including NIST, Essential Eight or ISO 27001
• Experience supporting multiple client environments
• Exposure to backup, disaster recovery or endpoint security solutions

About You

You'll be someone who enjoys solving technical problems, communicating with clients and taking ownership of issues from start to finish.

You'll ideally have:

• 3+ years' experience in an MSP or similar technical support environment
• Excellent troubleshooting and analytical skills
• Outstanding customer service and communication skills
• Strong time management and prioritisation abilities
• A proactive approach to learning and continuous improvement
• The ability to work independently while contributing positively to a collaborative team