Systems Engineer - Level 2
About the role
The Systems Engineer - Level 2 role involves providing high-quality technical support for Microsoft 365, Azure, and related cloud technologies. The position requires resolving technical incidents, managing service requests, and troubleshooting complex issues while ensuring excellent customer service. Responsibilities include ticket ownership, maintaining technical documentation, and contributing to service improvements. The ideal candidate will have proven Level 2 support experience, strong technical and communication skills, and a commitment to continuous learning. The company is an established Australian technology and data solutions provider with a collaborative and growth-oriented culture, offering various benefits such as medical insurance, home office setup allowance, and flexible work arrangements.
Must have
- Proven experience in Level 2 service desk or systems support, demonstrating clear progression beyond entry-level technical support
- Strong hands-on experience administering and troubleshooting Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and identity management
- Working knowledge of Microsoft Azure, cloud identity, and related technologies
- An intermediate-level Microsoft certification, or the demonstrated capability and commitment to obtain one within the six-month probation period
- Excellent written and verbal English communication skills, with confidence in engaging directly with Australian customers
- A strong customer-service mindset and the ability to explain technical concepts clearly to non-technical audiences
- Excellent analytical, troubleshooting, prioritisation, and problem-solving capabilities
- A proactive and accountable approach to ticket ownership, customer communication, and issue resolution
- Strong organisational skills, with attention to accurate technical documentation, ticket management, and timesheet reporting
- A genuine passion for continuous learning, professional growth, and developing technical expertise
- The ability to work independently while collaborating effectively with senior engineers and wider technical teams
Nice to have
- Experience with Microsoft Defender administration or security operations
- Advanced knowledge of SharePoint Online administration and troubleshooting
- Familiarity with VMware administration and support
- Foundational networking knowledge, including DNS, DHCP, TCP/IP, VPNs, and connectivity troubleshooting
- Previous experience in a Managed Service Provider (MSP) or multi-client IT support environment
- Exposure to infrastructure or cloud implementation projects
Technologies
- Azure
- DHCP
- DNS
- Microsoft 365
- SharePoint
- TCP/IP
- VMware
- VPN
Highlights
Compensation is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried). There are allowances for home office setup, internet, and gym/wellness. Flexible work arrangements are available, allowing work from home or office. Industry certification reimbursement is offered. The company uses AI tools in the hiring process, but final decisions are made by humans.
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