IT Support Engineer (Level 2)

About the Role

We are seeking a skilled IT Support Engineer (Level 2) to join a dynamic team delivering high-quality technical support across cloud and on-premise environments. This role is ideal for someone experienced in Managed Service Provider (MSP) environments who enjoys resolving complex technical issues and providing exceptional service to end users.

You will play a critical role in supporting Microsoft 365, Azure-based solutions, and infrastructure systems while contributing to both reactive support and proactive maintenance initiatives.

About the Client

You will be working with a well-established, Australia-based Managed Service Provider specializing in cloud solutions and IT support services. The organization supports a diverse portfolio of clients and is known for delivering reliable, scalable, and customer-focused technology solutions.

 

Ideal Profile :

Technical Requirements (Must Have)

• Proven experience working within a Managed Service Provider (MSP) environment
• Hands-on experience with tools such as ConnectWise Manage, ConnectWise Automate, and IT Glue (or similar platforms)
• Strong expertise in Microsoft 365, including:
  • Exchange Online
  • SharePoint Online
  • Endpoint Manager / Intune
  • Conditional Access
  • Solid experience with:
    • Active Directory and Microsoft Entra ID
    • Windows Server and Terminal Services
    • DNS and DHCP
    • Multi-site environments
    • Strong troubleshooting capabilities across desktops, servers, printers, and networks
    • Excellent technical documentation and writing skills

    Desirable Skills & Experience

    • Experience with Microsoft Azure and Azure Virtual Desktop (AVD)
    • Firewall and security experience (e.g., SonicWall)
    • Strong networking knowledge, including switching, routing, VPNs, VLANs, and firewalls
    • Experience with 3CX phone systems
    • Exposure to proactive monitoring and automation tools

    Communication & Soft Skills

    • Excellent verbal and written English communication skills
    • Ability to communicate clearly and confidently with customers
    • Strong interpersonal skills with a customer-first mindset
    • Highly organized, detail-oriented, and self-motivated
    • Ability to prioritize and manage multiple tasks effectively

Responsibilities:

Troubleshoot day-to-day IT issues across desktops, servers, and cloud environments

Provide support for Microsoft 365 services including Exchange, SharePoint, and Endpoint Manager

Manage and troubleshoot Azure and Azure Virtual Desktop (AVD) environments

Deploy and onboard new users, including system setup, device configuration, and access management

Diagnose and resolve email, connectivity, and infrastructure-related issues

Review system event logs to identify and resolve complex technical problems

Perform administrative tasks across user environments, including applications, FSLogix, and Group Policy

Monitor system performance and proactively identify potential risks

Conduct routine maintenance to ensure optimal system functionality

Support service desk coordination, scheduling, and dispatch activities

Assist with IT projects, migrations, and deployments

Maintain accurate and detailed technical documentation

How we take care of our team:

💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved ones