Technical Support Engineer - Level 2-3

MA Financial Group; Sydney; On-site; AUD 70,000 - 110,000; Full time

Job summary

MA Financial Group is seeking an experienced Level 2-3 Technical Support Engineer to join our Technology team at head office. This onsite role provides advanced desktop and application support and serves as an escalation point for complex issues, focusing on Microsoft 365, Okta, Intune, NinjaOne and HaloITSM environments.

It also covers user onboarding/offboarding, IT asset management, endpoint management and continuous improvement, with opportunities to mentor junior teammates and contribute to

Qualifications

• 3-5 years' experience in Desktop Support, Service Desk or End User Computing.
• Strong Windows troubleshooting and Microsoft 365 administration.
• Experience with Active Directory and cloud identity platforms such as Okta.
• Familiarity with Intune and RMM tools.
• Understanding of SSO, MFA, and network fundamentals.

Responsibilities

• Provide Level 2-3 desktop support for Windows devices and applications.
• Own escalated incidents, guiding resolution and communicating clearly to users.
• Administer Microsoft 365, Active Directory, Okta and Intune; troubleshoot access issues.
• Utilise NinjaOne for endpoint monitoring and software deployment; document knowledge base.
• Manage onboarding/offboarding, hardware lifecycle, and asset records.
• Assist in deployments and continuous improvement within technology team.

Skills

Desktop Support

Windows troubleshooting

Microsoft 365

Customer service

Communication

Onboarding/offboarding

Tools

HaloITSM

NinjaOne

Okta

Intune

RMM tools

Active Directory

Azure

Job description

About us

The purpose of MA Financial is to deliver long term value; for our clients and partners, for our people and for our shareholders. Our vision is to be globally recognised as a leading, Australian founded investment and advisory business.

MA Financial Group is a global alternative asset manager specialising in private credit, real estate and hospitality.

We lend to property, corporate and specialty finance sectors and provide corporate advice.

We invest and manage $13.3 billion on behalf of our clients, have $165 billion in managed loans and have advised on over $125 billion in advisory and equity capital market transactions.

We have a team of over 900 professionals across locations in Australia, China, Hong Kong, New Zealand, Singapore, United States and the Philippines.

MA Financial is a place of opportunity and unlimited potential. It's a place that empowers you to think, collaborate, and help create something truly valuable.

Role Purpose

MA Financial is seeking an experienced Level 2-3 Technical Support Engineer to join our Technology team. This onsite Head Office role provides advanced desktop and application support, acts as an escalation point for complex issues, and supports our Microsoft 365, Okta, Intune, NinjaOne and HaloITSM environments.

The role also has a strong focus on user onboarding and offboarding, IT asset management, endpoint management and continuous improvement.

What you will do:

• Provide Level 2-3 support for Windows desktops, laptops, mobile devices, applications and peripherals.
• Own and resolve escalated incidents and service requests, ensuring clear communication through to resolution.
• Administer and support Microsoft 365, Active Directory, Okta and Intune.
  Troubleshoot SSO, MFA, authentication, permissions and application access issues.
• Use NinjaOne RMM for endpoint monitoring, remote support, patching and software deployment.
• Manage incidents and service requests through HaloITSM, maintaining accurate documentation and knowledge articles.
• Manage user onboarding and offboarding, including accounts, application access, devices and equipment recovery.
• Maintain accurate IT asset records and manage hardware allocation, returns, refreshes and device lifecycle.
• Troubleshoot networking issues including DNS, DHCP, Wi-Fi and VPN connectivity.
• Support endpoint security, patching and vulnerability remediation.
• Participate in technology deployments, upgrades and continuous improvement initiatives.
• Provide technical guidance to junior members of the team where required.

Qualifications and Experience:

• 3-5 years' experience in Desktop Support, Service Desk or End User Computing, with strong Level 2 and Level 3 capability.
• Strong Windows desktop and Microsoft 365 troubleshooting and administration skills.
• Experience with Active Directory and cloud identity platforms such as Okta.
• Experience with endpoint management platforms such as Intune and RMM tools.
• Strong understanding of SSO, MFA, permissions and identity/access management.
• Sound networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Experience with user onboarding/offboarding and IT asset management.
• Strong troubleshooting, incident ownership, communication and customer-service skills.
• Direct experience with HaloITSM, NinjaOne and Okta is desirable
• Azure, Windows Server, Microsoft Defender, PowerShell or automation experience is advantageous.
• Experience within financial services or another regulated corporate environment is desirable.

MA Financial Group is committed to creating an inclusive and respectful workplace for all employees. Differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. We welcome people with diverse skills, experiences, perspectives and backgrounds.