Level 2 Support Engineer
- Provide remote and onsite technical support across multiple client environments.
- Manage escalated tickets from initial diagnosis through to resolution.
- Contribute to Microsoft 365 migrations and infrastructure upgrades.
Level 2 Support Engineer | MSP
Your new company
Join an established managed services provider based in North Sydney, supporting a varied portfolio of clients across their technology environments. Youll work within an experienced technical team in a fast-paced MSP environment where customer service, technical ownership and strong troubleshooting are key.
Your new role
As a Level 2 Support Technician, youll provide remote and onsite technical support across multiple client environments, taking ownership of escalated tickets from initial diagnosis through to resolution.The role offers broad technical exposure across Microsoft 365, Azure, Windows Server, networking, security, virtualisation and end-user technologies. Youll also have opportunities to contribute to Microsoft 365 migrations, infrastructure upgrades, client onboarding and other technical projects.
What you'll need to succeed
Previous MSP experience is essential for this role. Youll need to be comfortable working across multiple client environments, managing competing tickets and communicating directly with customers.
Youll ideally have:
- Previous experience providing Level 2 technical support experience for a managed service provider.
- Strong Microsoft experience across Microsoft 365, Windows 10/11, Windows Server, Active Directory, Entra ID, Exchange Online, Teams and SharePoint.
- Practical networking knowledge across TCP/IP, DNS, DHCP, VLANs, VPNs, Wi-Fi, firewalls, switches and routers.
- Experience troubleshooting escalated incidents and taking ownership of tickets through to resolution.
- Exposure to Azure, Hyper-V and/or VMware, backup solutions and cloud technologies.
- Experience with security and endpoint technologies. Exposure to Huntress, Sophos or SentinelOne would be advantageous.
- Strong client-facing communication skills and the ability to explain technical issues clearly.
- Experience using professional ticketing or PSA platforms with strong documentation habits.
- A current Australian driver's licence and the ability to attend client sites when required.
What you'll get in return
Broad technical exposure across Microsoft cloud, infrastructure, networking and security.Work across a varied range of client environments.Exposure to technical projects alongside BAU support.Opportunity to continue developing your technical skills within an established MSP environment.What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to charlie.pym@hays.com.au.
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