Support Engineer – Level 2

Acworth Recruitment; Gold Coast City; Híbrido; AUD 75.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary $75,000–$85,000 + superannution

Flexible work options

Burleigh Heads location

Pathways to L3 / Field Engineering

After-hours remuneration

Employee referral program

Peer bonus program

Birthday gift voucher and day off

Descripción de la vacante

Ozdoc Solutions Partnership is seeking an experienced Level 2 Support Engineer to work with healthcare clients, handling escalations across servers, desktops, networks, Microsoft environments and cloud systems.

Based near Burleigh Heads on the Gold Coast with flexible work options, you will develop your technical depth, progress toward L3 or Field Engineering, and contribute to client success while expanding your own skills.

Formación

• Previous experience in a Level 2 IT Support role or at least 18 months in Level 1 IT Support.
• Exposure to Microsoft 365 and cloud technologies.
• Understanding of networking fundamentals.
• Experience working with servers and/or infrastructure.
• Excellent communication and customer service skills.
• Strong documentation skills.
• Relevant IT qualifications and certifications welcomed.

Responsabilidades

• Provide Level 2 technical support to clients across IT environments
• Investigate and resolve escalated technical issues
• Troubleshoot hardware, software, network and connectivity issues
• Support Microsoft and cloud-based environments
• Diagnose issues across desktops, servers and network infrastructure
• Manage tickets through to resolution with clear client communication
• Escalate complex issues and collaborate with other engineers
• Assist with maintaining and supporting client infrastructure
• Contribute to projects, improvements and technology upgrades
• Document solutions, processes and technical information
• Build strong client relationships through service excellence
• Continue developing technical knowledge and capabilities

Conocimientos

Troubleshooting

Microsoft 365

Networking

Servers & Infrastructure

Documentation

Communication

Customer Service

Team Player

Proactive

Learning Mindset

Herramientas

Microsoft 365

Windows Server

Cloud Technologies

Descripción del empleo

Ozdoc Solutions Partnership is Australia’s premier Medical IT provider, delivering customised technology solutions to meet the needs of today's demanding healthcare industry.

We design and implement the best combination of on-premise, hybrid and complete cloud systems, incorporating hardware, software and state‑of‑the‑art digital solutions.

We are committed to excellence, growth, integrity and innovation, while always striving to be as human as possible - after all, our clients and our team are at the heart of everything we do.

“We care for technology so you can care for people.”

About the Role

We are looking for an experienced and motivated Level 2 Support Engineer to join our team and take the next step in their IT career.

This is a hands‑on technical support role where you'll be working directly with our healthcare clients to investigate, troubleshoot and resolve more complex IT issues across their environments.

You'll be part of a professional support team, taking escalated issues beyond first‑response troubleshooting and working through problems across servers, desktops, networks, Microsoft environments, cloud systems and other technologies within our clients' environments.

We're not simply looking for someone who wants to stay at Level 2. We're looking for someone with the drive and capability to keep developing.

For the right person, there are two potential career pathways:

Continue developing your technical depth, taking on increasingly complex escalations, troubleshooting and infrastructure responsibilities as you progress towards a Level 3 Support Engineer role.

For someone who enjoys getting out from behind the desk, there is also the opportunity to develop into a Field Engineering role, gaining greater hands‑on exposure to client environments, projects and infrastructure before progressing towards L3 Field Engineering.

The pathway will depend on your strengths, interests and career aspirations.

What You’ll Be Doing

• Provide Level 2 technical support to clients across a range of IT environments
• Investigate and resolve escalated technical issues
• Troubleshoot hardware, software, network and connectivity issues
• Support Microsoft and cloud‑based environments
• Diagnose issues across desktops, servers and network infrastructure
• Manage tickets through to resolution while maintaining clear client communication
• Escalate complex issues appropriately and work collaboratively with other engineers
• Assist with maintaining and supporting client infrastructure
• Contribute to projects, improvements and technology upgrades
• Document solutions, processes and technical information
• Build strong relationships with clients through exceptional communication and service
• Continue developing your technical knowledge and capabilities

What We’re Looking For

We're looking for someone who already has a solid foundation in IT support and is ready to take their technical career further.

You'll ideally have:

• Previous experience working in a Level 2 IT Support role or at least 18 months working in a Level 1 IT Support role.
• Strong troubleshooting and problem‑solving capabilities
• Exposure to Microsoft 365 and cloud technologies
• Understanding of networking fundamentals
• Experience working with servers and/or infrastructure
• The ability to diagnose problems rather than simply follow a script
• Excellent communication and customer service skills
• Strong attention to detail and documentation skills
• A positive, proactive and can‑do attitude
• The ability to work independently while being a strong team player
• A genuine desire to learn, develop and progress your career
• Relevant IT qualifications and certifications will be highly regarded, including Microsoft certifications and other industry‑recognised technical qualifications.

We're also interested in where you want to go next. If you're ambitious, enjoy solving problems and want to develop towards L3 Support or Field Engineering, we'd like to hear from you.

What’s on Offer

• $75,000 - $85,000 + superannuation, depending on experience and capability
• Clear pathways towards L3 Support or L2/L3 Field Engineering
• Additional after‑hours remuneration on top of your base salary
• Proactive and supportive work environment
• Up‑to‑date technology and equipment
• Challenging work where you're always learning
• Burleigh Heads location - work close to home
• Flexible work options
• Salary sacrifice plans
• Employee referral program
• Peer bonus program
• Birthday gift voucher and the day off - yes, we don't work birthdays at Ozdoc !
• Quarterly team‑building events
• Monthly team lunches
• The opportunity to have your ideas heard and make a genuine contribution

Why Ozdoc?

At Ozdoc, you're not just another technician working through a queue of tickets.

You'll become part of a close‑knit team supporting clients where technology genuinely matters. You'll have exposure to a broad range of environments, the opportunity to work on interesting technical challenges and the support to keep developing your career.

If you're ready to move beyond Level 2 and want a role where your next step is part of the plan, this could be the opportunity you've been looking for.

Want to Join the Ozdoc Team?

If you're an experienced Level 2 Support Engineer ready to build your technical career with an organisation that values its people, its clients and continuous development, we'd love to hear from you.

Please submit your current resume along with details and evidence of your experience, qualifications and technical capabilities.

Only applicants meeting the criteria outlined above will be contacted as part of the shortlisting process.