Role: Support Engineer (Level 2)
About Us
We are a managed services and technology support business delivering reliable, responsive IT services to Australian organisations. The support team is central to customer experience and operational stability. We value engineers who take ownership, communicate clearly, and resolve issues properly—not just quickly.
This role sits between frontline support and senior engineering, playing a key part in resolving more complex issues and supporting service continuity.
Schedule
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Full-time
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Monday to Friday
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9:00am – 6:00pm AEST
The Role
The Support Engineer (Level 2) provides intermediate-level technical support across customer environments. You’ll handle escalated issues, troubleshoot more complex problems, and work closely with other engineers to resolve incidents efficiently and within SLA.
This role suits someone who has outgrown Level 1 support, enjoys deeper technical problem-solving, and wants to continue developing toward senior engineering roles.
Key Responsibilities
Technical Support & Incident Resolution
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Provide Level 2 support to end users via phone, remote access, and occasional onsite work
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Resolve escalated tickets involving servers, networks, security, and business applications
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Deliver intermediate network support including WAN, LAN, VPNs, firewalls, and security
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Support remote access technologies such as Terminal Services and Citrix
Monitoring & Systems Support
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Monitor alerts from remote monitoring and management tools
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Manage and support backup and recovery processes
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Respond to incidents efficiently to meet SLA and customer expectations
Customer Communication
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Keep customers informed on incident progress, changes, and planned outages
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Maintain a professional, calm, and service-focused approach at all times
Documentation & Process
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Ensure system documentation and knowledge base articles are accurate and up to date
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Record time, activity, and expenses accurately in the ticketing system
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Identify process improvements and contribute to better service delivery
Team Collaboration
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Liaise closely with Level 1, Level 2, and senior engineers to resolve issues
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Participate in training and development activities
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Escalate complex or high-risk issues appropriately
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Communicate potential sales or upsell opportunities to relevant teams
Requirements
Skills & Experience
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Previous experience in a Level 2 support or similar IT support role
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Proven ability to troubleshoot and resolve issues at an intermediate technical level
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Strong understanding of Windows operating systems and business applications
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Solid networking knowledge, including ISP services, LAN/WAN, and VPNs
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Experience with some of the following:
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Server administration
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Microsoft Server environments
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VMware or Hyper-V
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Citrix
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Enterprise databases (desirable)
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Ways of Working
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Strong problem-solving and diagnostic skills
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Clear written and verbal communication
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Good time management and ability to prioritise workload
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Customer-focused mindset with attention to detail
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Comfortable working in a fast-paced, team-based environment
Qualifications
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Relevant degree, diploma, certifications, or equivalent industry experience