About the Role
We are looking for a L2 IT Engineer to join a people-focused technology team supporting small and mid-sized Australian businesses. You will take ownership of escalated technical issues, keep clients productive, and provide structured troubleshooting across a broad range of IT environments.
This role sits between Level 1 support and Level 3 engineering, with a strong emphasis on technical problem-solving, clear communication, accurate documentation, and continuous improvement.
About the Client
You will be working with a Melbourne-based managed technology partner that helps Australian businesses improve their IT reliability, security, compliance, and overall technology outcomes. The organisation takes a people-first, business-led approach, making technology practical, understandable, and aligned with client needs.
Ideal Profile
Required Experience & Skills
- 2–4 years of experience in IT support, service desk, or managed service provider environments.
- Strong troubleshooting skills across Microsoft 365, Windows endpoints, identity, networking, and common business applications.
- Working knowledge of technologies and platforms such as Datto RMM, Autotask PSA, IT Glue, Huntress, Hornetsecurity, CyberQP, ScalePad, Sophos, Cisco, UniFi, or WatchGuard.
- Strong written and verbal communication skills, with the ability to work effectively with clients, end users, and technical teams.
- Microsoft, networking, or security certifications are advantageous but not essential.
Desirable Strengths
- An interest in data protection, automation, AI, or service optimisation.
- A proactive approach to identifying recurring issues and improving technical processes.
- A desire to progress into a senior technical or client advisory position.
- A strong sense of ownership, attention to detail, and commitment to delivering a positive client experience.
Responsibilities
Core Responsibilities
- Resolve escalated Level 2 incidents and service requests from initial triage through to completion.
- Support client environments spanning Microsoft 365, endpoints, identity, networking, servers, and backup solutions.
- Investigate recurring technical issues and recommend practical solutions or process improvements.
- Maintain accurate ticket updates, technical findings, and documentation relating to client environments.
- Escalate complex issues with clear documentation covering business impact, troubleshooting completed, actions taken, and recommended next steps.
- Support security monitoring by reviewing routine alerts and promptly escalating potential security risks.
Success Measures
- Resolve tickets within agreed service levels while maintaining comprehensive documentation and minimising reopen rates.
- Provide clear, actionable escalations that enable Level 3 engineers and leadership to quickly understand and progress complex issues.
- Keep client documentation accurate, relevant, and up to date.
- Consistently demonstrate ownership, clarity, and care when supporting clients.
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
