L2 Support Engineer

• Deliver reliable technical support and service outcomes across a managed services environment
• Maintain secure and reliable IT environments
• Resolve service requests and alerts
• Support Microsoft technologies
• Drive automation and continually improve service delivery
• Manage assigned service requests according to established processes and schedules
• Maintain accurate and timely work records, including clear next steps
• Reschedule work where required and identify device replacement opportunities
• Escalate issues according to defined procedures
• Monitor backup success and maintain appropriate backup coverage
• Manage patching activities and resolve associated issues
• Address critical vulnerabilities across managed devices
• Respond to and escalate alerts to support incident and problem resolution
• Maintain alert templates for appropriate monitoring coverage
• Manage tools such as Intune to improve consistency and reduce manual effort
• Identify opportunities to automate repetitive tasks and improve service efficiency
• Communicate with customers through appropriate channels when working on tickets
• Provide clear progress updates and relevant next steps
• Educate customers on IT best practices and established service processes
• Educate third-party vendors on service processes, particularly change control
• Maintain clear communication with vendors regarding progress
• Promote relevant industry best practices and their value
• Apply change control procedures to changes affecting multiple users or devices
• Complete change control and review documentation
• Participate in change control and review meetings
• Ensure changes are appropriately documented and managed
• Share important technical information and updates with the team
• Keep senior technical stakeholders informed of job progress
• Identify and communicate opportunities for improvement
• Update existing documentation following technical changes
• Create documentation for newly implemented solutions and processes
• Develop user documentation for repeatable tasks, changes, and new systems

• 5+ years of experience in IT infrastructure, systems engineering, or managed services
• Experience working within an MSP environment
• Advanced experience with Microsoft technologies
• Strong customer-facing and customer service capabilities
• Experience across networking, infrastructure, and security technologies
• Relevant Microsoft certifications
• Advanced Microsoft 365 administration
• Advanced Microsoft Azure administration
• PowerShell scripting and automation
• Security best practices and security operations
• Networking fundamentals and troubleshooting
• Endpoint management and device compliance
• Ability to work within structured operational and support processes
• Experience with Intune or equivalent endpoint management platforms
• Understanding of Conditional Access policies
• Experience working within secure remote environments
• Kaseya, Datto RMM, or Datto Secure Edge experience
• Experience with RMM platforms
• Microsoft, Azure, networking, CISSP, CISM, or equivalent certifications
• AI and automation experience
• Process improvement experience
• Documentation and knowledge management experience
• Strong verbal and written communication
• Logical, structured troubleshooting and sound escalation judgement
• Ability to explain technical issues clearly to clients
• Ability to manage multiple priorities calmly
• Collaborative approach with a willingness to contribute ideas and support colleagues
• Commitment to continuous technical and service development

• Get paid in Australian Dollars
• Medical insurance from day one for you + spouse (or parents if unmarried)
• Generous OPD coverage from doctor visits to all your medical needs
• Home office setup allowance
• Internet allowance
• Gym & wellness allowance
• Regular team events and engagement activities
• Diji Assist mental health and counseling support
• Reimbursement for industry certifications
• Open-door culture where ideas and feedback matter
• Flexible work — home or office
• Rewards and recognition
• Christmas and financial year-end parties