L2 Support Engineer

L2 Support Engineer

• Permanent role / full time work
• Work from home options / Sydney based
• Start ASAP

I'm partnering with a long-standing client to hire a L2 Support Engineer for their managed services team. This role is suitable for an experienced IT professional who enjoys solving complex problems across multiple clients, driving improvements, and is keen to progress their career. You'll work closely with other L2 and L3 Engineers, handling escalated incidents, and technical challenges while ensuring best practice and process-driven outcomes.

Why this role and this team?

• Work alongside experienced engineers with strong client and business knowledge.
• Exposure to a wide range of technologies and industries.
• Culture of learning, company paid certifications, and career development.
• Supportive environment where collaboration is valued, and micromanagement is avoided.
• Regular team lunches and activities that create space to share ideas, collaborate, and learn from each other.

Responsibilities include:

• Provide Level 2 support across multiple client environments, resolving escalated incidents and managing workloads.
• Troubleshoot escalated incidents across endpoints, servers, networks, and M365
• Manage user accounts, permissions, and identity issues
• Provide support across Microsoft technologies, Azure cloud services, Entra ID, Intune, Hyper-V, and networking.
• Ensure security best practices in cloud and on-premises environments, particularly around Active Directory, Exchange Online, Mimecast, and endpoint management.
• Resolve issues with laptops, desktops, printers and mobile devices
• Communicate clearly with internal and external stakeholders - explain not just what was fixed, but why it's important.
• Contribute to ITIL-based change management processes.

What we're looking for:

• Proven experience in a Level 2 Support role, supporting multiple clients with broad knowledge across networking, security, and cloud best practices.
• Good knowledge of Microsoft 365 administration including Teams, SharePoint, Exchange Online, and OneDrive
• Hands-on experience with Active Directory, Group Policy, and identity management (Azure AD / Entra ID)
• Exposure to server technologies such as Windows Server, VMware or Hyper-V
• Ability to diagnose and resolve network issues including DHCP, DNS, VPN and switching
• Understanding of security best practices across cloud and on-prem environment
• Experience managing ticket queues, escalations, and SLA expectations
• Excellent communication skills and stakeholder engagement experience.
• A collaborative team player who asks the right questions, seeks to understand, and learns quickly.

If you're someone who enjoys what they do, passionate about new tech and continuously looking to upskill and grow, I'd love to hear from you!