L2 Systems Engineer
About the role
The L2 Systems Engineer role involves providing technical support to a diverse range of managed services customers, focusing on Microsoft 365, modern workplace technologies, end-user computing, and routine security administration. The position requires investigating incidents, resolving technical issues, fulfilling service requests, and ensuring reliable IT support. You will work closely with the Service Desk Lead and senior engineers, taking ownership of assigned tickets and escalating issues as needed. The role is suitable for candidates with experience in a Managed Service Provider (MSP) environment and offers responsibilities at either Level 1.5 or Level 2, depending on experience. The company is an Australian managed services and technology provider supporting various sectors, with a strong emphasis on security, technical excellence, and customer service. Notable benefits include medical insurance, home office setup allowance, internet and wellness allowances, flexible work options, and support for professional development.
Must have
- Previous experience delivering technical support within an MSP environment, ideally supporting multiple customer environments
- Demonstrated capability in an L1.5 or L2 service desk, systems support, or modern workplace support role
- Practical experience supporting Microsoft 365, Windows endpoints, user accounts, and common business applications
- Strong troubleshooting skills, with the ability to investigate issues independently and recognise when escalation is required
- Understanding of cybersecurity fundamentals, including MFA, access controls, endpoint protection, phishing awareness, and secure information handling
- Familiarity with ITIL-aligned service desk practices, incident management, service requests, and change management
- Microsoft 365 administration and support, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive
- Microsoft Entra ID and basic Active Directory administration, including user accounts, groups, and access management
- Windows desktop and laptop troubleshooting, application support, and peripheral configuration
- Microsoft Intune and modern workplace device management
- Basic Microsoft Defender and endpoint security concepts
- Networking fundamentals, including TCP/IP, DNS, DHCP, wireless connectivity, and VPN troubleshooting
- Familiarity with helpdesk ticketing, remote support, monitoring, and technical documentation systems
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers
- A professional, patient, and customer-focused approach to technical support
- A structured and methodical approach to troubleshooting, with strong attention to detail
- A proactive mindset with ownership of assigned tasks and reliable follow-through
- Sound judgement when determining whether to investigate further or escalate technical issues
- Ability to manage competing priorities across multiple customer environments
- A collaborative attitude and willingness to learn from senior engineers
- Strong documentation practices and a commitment to maintaining secure working environments
Nice to have
- Business Applications: Best Practice software (strongly preferred)
- MSP & Monitoring Tools: Datto Autotask PSA and Datto RMM
- Backup & Recovery: Datto SaaS Protect, Datto BCDR, or comparable backup solutions
- Infrastructure & Cloud: Windows Server, Hyper-V, VMware, Microsoft Azure, and Google Workspace
- Networking: FortiGate, Fortinet products, Ubiquiti, Ruckus Wi-Fi, and D-Link networking equipment
- Cybersecurity: ThreatLocker, ConnectSecure, Blackpoint Cyber, Keeper Password Manager, and EasyDMARC
- Business & Productivity Applications: Exclaimer, Phriendly Phishing, 3CX, and Adobe products
- Administration & Monitoring: Microsoft Purview, Inforcer, AdminDroid, and Datadog
- Security & Compliance: Awareness of the Australian Essential Eight and experience supporting security-focused or compliance-driven environments
Technologies
- Active Directory
- Authentication
- Azure
- Cybersecurity
- Datadog
- DHCP
- DNS
- Microsoft Entra ID
- Fortinet
- Google Workspace
- Hyper-V
- Intune
- ITIL
- Microsoft 365
- OneDrive
- Outlook
- Microsoft Purview
- SaaS
- SharePoint
- TCP/IP
- VMware
- VPN
- Wi-Fi
- Windows
- Windows Server
Highlights
Salary is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried). There is a home office setup allowance, internet allowance, gym & wellness allowance, and flexible work options (home or office). The company offers reimbursement for industry certifications and regular team events. The recruitment process may use AI tools, but final decisions are made by humans.
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