Systems Engineer - Level 2 Support

Virtuelle Group; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Virtuelle Group is a leading MSP/MSSP specialising in providing Managed ICT & Cyber Security services across APAC & U.S region. The Level 2+ Support Engineer role is embedded on-site with a client, delivering high-quality technical support and ensuring day-to-day IT stability.

You will handle escalations, perform device deployment, and contribute to projects. The position emphasizes customer service excellence, cross-functional collaboration, and ongoing learning in a dynamic environment.

Qualifications

• Experience delivering on-site Level 2+ support.
• Ability to troubleshoot Windows 11 and cloud services.
• Familiarity with Meraki networking and DNS/DHCP.
• Strong customer service focus and communication.
• Certification in Microsoft, Cisco Meraki or similar preferred.

Responsibilities

• Deliver Level 2+ support and handle escalated technical issues.
• Perform maintenance and break/fix support for systems & applications.
• Intune enroll, configure and manage a variety of devices.
• Independently resolve complex software and hardware issues.
• Install, maintain and troubleshoot Windows systems.
• Provide customer support on-site along side our service desk and engineering team.
• Contribute to project tasks, including PC builds and software deployment.
• Escalate software faults and bugs to vendors where support agreements exist.
• Deliver face-to-face support for VIP and executive users.

Skills

Customer service

Communication

Stakeholder management

Independent worker

Team collaboration

Tools

Windows 11

Intune

Microsoft Entra ID

Microsoft 365

SharePoint

Meraki networking

DNS/DHCP

Job description

Virtuelle Group is a leading MSP/MSSP specialisingin providingManaged ICT & Cyber Security services and solutions across a broad range of industries in the APAC & U.S region.

Embark on a professional adventure into the role of a Level 2+ Support Engineer where your expertise in technology and customer service becomes the cornerstone to our success.

THE ROLE

Step into the role of a Level 2+ Support Engineer and become the lead tech maestro for our clients support.

This role is the backbone of our client’s day-to-day technology support, with you working on-site as the dedicated Level 2+ engineer embedded in their environment. Your days will be filled with diverse challenges and learning opportunities.

What You’ll Do:

As a Level 2+ Support Engineer, you’ll be integral to our team, delivering consistent, high-quality technical support that reflects our commitment to service excellence.

• Deliver Level 2+ support and handle escalated technical issues.
• Perform maintenance and break/fix support for systems & applications
• Intune enroll, configure and manage a variety of devices
• Independently resolve complex software and hardware issues.
• Install, maintain and troubleshoot Windows systems
• Provide customer support on-site along side our service desk and engineering team.
• Contribute to project tasks, including PC builds and software deployment.
• Escalate software faults and bugs to vendors where support agreements exist.
• Deliver face-to-face support for VIP and executive users.

This role reflects the diverse and hands-on nature of the Level 2+ Support position.

Why Virtuelle Group?

Discover the Virtuelle Group difference with these three captivating highlights:

• Empowerment Through Recognition: Your contributions are seen and valued, with achievements genuinely celebrated.
• Innovation as a Tradition: We invest in the latest tools and technology, giving you what you need to deliver excellent outcomes for clients and grow your own expertise.
• Flexible, varied work: A work environment that adapts to you, with exposure to a diverse range of projects.

Join a team that’s focused on growth, innovation and genuine impact for our clients.

Your Skills & Experience:

• Relevant IT industry or vendor certifications (Microsoft, Cisco Meraki, or similar).
• Demonstrated experience delivering on-site Level 2+ support.
• Working knowledge of Windows 11, Microsoft Entra ID, Intune, Microsoft 365 and SharePoint.
• Experience with Meraki networking, wireless, and DNS/DHCP, with the ability to troubleshoot network issues.
• A strong focus on customer service excellence.
• Excellent communication and stakeholder management skills.
• Confidence to take the lead on customer service matters and customer communication.
• Ability to work independently and as part of a team.