L2 Systems Engineer

• Deliver Level 2 technical support across on-premises and hybrid cloud environments
• Administer and maintain Windows workstations, Windows Server infrastructure, and associated applications
• Troubleshoot networking, endpoint, server, Microsoft 365, cloud, and third-party application issues
• Manage incidents, service requests, and escalations through ConnectWise Manage or equivalent platforms in accordance with service-level agreements
• Provide remote technical assistance and support calls using 3CX and ScreenConnect
• Escalate complex infrastructure and vendor-specific issues to Level 3 engineers or external providers after diagnostics and documentation
• Administer Microsoft 365 services, tenants, security configurations, compliance settings, user provisioning, licensing, and identity management
• Deploy and manage Windows devices, applications, configuration profiles, compliance policies, and security baselines through Microsoft Intune
• Manage endpoints with NinjaOne RMM, ConnectWise Automate, CIPP, Augmentt, and related tools
• Manage Apple device enrollment and lifecycle processes through Apple Business Manager
• Configure and deploy applications and endpoint configurations using ImmyBot
• Implement endpoint protection and security policies using ThreatLocker
• Investigate endpoint security threats and managed detection alerts through Huntress
• Monitor, test, and restore backups using Veeam Backup & Replication
• Manage operating-system and application patching
• Configure and troubleshoot FortiClient SSL VPN connections, authentication, and secure remote access
• Monitor service dashboards for infrastructure, endpoint, backup, security, patch compliance, and performance issues
• Configure and troubleshoot Microsoft RemoteApps and Remote Desktop Services
• Administer Adobe and Foxit PDF licensing, provisioning, deployment, updates, and troubleshooting
• Maintain email signatures, branding, and marketing templates using Exclaimer
• Support third-party business applications, including Lexful and client-specific software
• Execute automation, scripting, and scheduled operational tasks using Trigger and ConnectWise Automate
• Participate in client onboarding, Microsoft 365 migrations, infrastructure upgrades, system deployments, and technology improvement initiatives
• Maintain technical documentation, client environment records, procedures, and knowledge articles in IT Glue
• Develop standard operating procedures and internal knowledge base articles
• Resolve incidents and service requests according to agreed service levels and quality standards
• Contribute to automation, knowledge sharing, and process improvements
• Deliver projects according to scope, technical standards, documentation, and handover requirements

• At least 3 years of hands-on experience in Level 2 service desk support, systems administration, or managed IT services
• Strong troubleshooting experience across Windows endpoints, Windows Server, Microsoft 365, networking, cloud services, and third-party business applications
• Practical experience delivering infrastructure and cloud projects, including Microsoft 365 migrations, endpoint deployments, Intune implementations, or Azure Virtual Desktop solutions
• Solid understanding of IT security, identity and access management, patch management, backup, disaster recovery, and change management
• Experience managing incidents, service requests, and escalations in line with agreed service levels, with accurate documentation
• Proficiency in Windows 10/11, Windows Server, Active Directory, Group Policy, DNS, DHCP, Remote Desktop Services, and PowerShell
• Hands-on experience administering Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, Microsoft Entra ID, Intune, licensing, security, and compliance
• Familiarity with PSA/ticketing platforms such as ConnectWise Manage and RMM solutions such as NinjaOne and ConnectWise Automate
• Strong knowledge of endpoint management, patching, software deployment, system monitoring, and remote technical support
• Understanding of networking fundamentals including TCP/IP, VLANs, firewalls, VPNs, and secure remote connectivity
• Experience with backup monitoring, restoration, and disaster recovery using Veeam or comparable platforms
• Strong verbal and written communication skills, analytical thinking, troubleshooting ability, attention to detail, prioritisation, documentation, knowledge sharing, continuous learning, and customer focus
• Ability to work independently in a remote environment while collaborating with Level 1 and Level 3 engineers, vendors, and client stakeholders
• Relevant Microsoft, CompTIA, ITIL, networking, or security certifications are advantageous

• 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