Senior Technical Support Engineer, Level 2
This role leads the resolution of high-severity technical issues across infrastructure, networking, and Microsoft 365 platforms. As a primary escalation point, you will take full ownership of critical customer incidents, ensuring timely diagnosis, clear communication, and effective resolution.
Key Responsibilities
- Manage complex technical cases involving cloud services, on-prem systems, and network configurations
- Serve as a technical authority for infrastructure, Microsoft 365, and security-related escalations
- Identify patterns in recurring issues and drive solutions through documentation, automation, or process refinement
- Coach and mentor junior support staff through real-time guidance and knowledge transfer
- Lead communication with clients during high-pressure incidents, maintaining transparency and trust
- Contribute to long-term service improvements by shaping training, tools, and support workflows
Qualifications and Experience
You bring at least four years of experience in a Managed Service Provider setting, with deep familiarity across core IT systems. Your expertise spans Windows server and desktop environments, networking fundamentals (DNS, DHCP, VLANs, firewalls, VPNs), virtualization (VMware, Hyper-V), and Microsoft 365 administration including security policies and eDiscovery.
Hands-on scripting with PowerShell, experience with endpoint protection tools (such as Huntress or ThreatLocker), and familiarity with PSA and documentation platforms (Halo PSA, IT Glue, Datto) are essential. Exposure to cloud platforms like Azure or AWS—including services such as Route 53—is highly valued. Experience supporting AEC or engineering design software environments is a strong plus.
Work Environment
This position operates under a hybrid model, with team members based in Sydney, Melbourne, and Brisbane. The role includes a limited on-call commitment outside standard business hours to support critical customer needs. The organization supports professional growth with clear pathways for advancement and a flexible work structure designed to support work-life balance.
