Senior IT Support Engineer -L2
About the role
The Senior IT Support Engineer - L2 role involves providing high-quality second-line technical support to both clients and internal users, with a focus on Microsoft 365, user administration, identity and access management, endpoint management, Windows devices, and general IT support. The position requires taking ownership of complex technical issues, supporting first-line colleagues, and contributing to the ongoing development and improvement of IT support services. Strong communication skills are essential, as the role involves direct client interaction, managing support requests, and explaining technical matters clearly. The company is a client-focused technology and IT support organization that values reliable technical support, security, clear communication, and continuous service improvement. Notable benefits include payment in Australian Dollars, medical insurance, home office setup allowance, internet and wellness allowances, mental health support, certification reimbursement, and flexible work arrangements.
Must have
- Previous experience in a second-line IT support, service desk, or managed support environment
- Experience handling escalated and technically complex support issues
- Strong practical knowledge of Microsoft 365 administration and troubleshooting
- Experience with user accounts, permissions, identity, and access management
- Strong understanding of Windows devices, endpoint management, and business applications
- Strong troubleshooting, problem-solving, and organisational skills
- Ability to manage multiple support requests while maintaining service quality
- Relevant Microsoft certifications
- Excellent verbal and written communication skills
- Confidence communicating directly with clients and managing expectations
- Professional, patient, approachable, and service-focused
- Comfortable supporting less experienced colleagues
- Able to take ownership of issues and follow tasks through to completion
- Good understanding of information security and the importance of documented processes
- Security-conscious approach to handling client and company information
- Ability to recognise when specialist, infrastructure, or security escalation is required
Nice to have
- Microsoft Entra ID and identity and access management experience
- Microsoft Intune and endpoint/device administration experience
- Experience with IT service management or ticketing systems
- Cybersecurity awareness and phishing prevention knowledge
- Identity and Access Administrator Associate certification or related experience
Technologies
- Azure
- Cybersecurity
- Microsoft Entra ID
- IAM
- Intune
- Microsoft 365
- Windows
Highlights
Medical insurance is provided from day one for you and your spouse (or parents if unmarried). Home office setup and internet allowances are included. Flexible work arrangements allow working from home or office. The company offers reimbursement for industry certifications and generous wellness benefits. Payment is made in Australian Dollars.
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