L2 Support Engineer – Microsoft 365, Networking & Security

About the Role

As a L2 Support Engineer – Microsoft 365, Networking & Security, you will be the first technical escalation point for complex incidents and requests that require deeper investigation than standard service desk support. You will work closely with internal help desk and engineering teams to diagnose and resolve technical issues, maintain service levels, and contribute to infrastructure and project work.

This is an internal engineering role supporting an established help desk and engineering function, with a strong focus on technical troubleshooting, security, documentation, and dependable service delivery.

About the Client

You will be working with a growing Australian managed services and technology organisation supporting small and medium businesses, government, education, healthcare, not-for-profit and Indigenous organisations across Australia.

The organisation delivers cloud and on-premises infrastructure, managed support, cybersecurity and compliance, networking, communications, and specialist IoT and building systems. Strong security practices, comprehensive documentation, and dependable service are central to its operations.

Ideal Profile

Experience & Technical Skills

• Demonstrated Level 2 support experience within an MSP or similarly varied IT environment.
• Strong diagnostic and troubleshooting capability across Microsoft 365, Windows, macOS, and common business applications, with occasional Linux support.
• Working knowledge of Microsoft cloud and security services, identity, access, endpoint management, and policy enforcement.
• Experience supporting both cloud and on-premises environments.
• Practical knowledge of networking, firewalls, and remote access technologies.
• A security-first mindset with a sound understanding of cybersecurity fundamentals.
• MSP experience is preferred, while candidates from large and varied internal IT environments will also be considered.
• Familiarity with the Australian Essential Eight is strongly preferred.
• Exposure to PSA, RMM, and knowledge-management platforms is desirable.
• Exposure to SD-WAN, Starlink, IoT, camera, alarm, or building systems would be advantageous.

Systems & Platforms

Experience with, or exposure to, technologies such as:

• Microsoft 365, Intune MDM, Purview, Defender ATP, Defender for Cloud, Azure, and Entra ID.
• SharePoint, Microsoft Teams, and Google Workspace.
• EasyDMARC, Connect Secure, ThreatLocker, Blackpoint Cyber SOC/MDR, and Keeper Password Manager.
• Exclaimer, Phriendly Phishing, Inforcer, AdminDroid, and Datadog.
• Datto Autotask PSA, Datto RMM, and Datto SaaS Protection.
• Hyper-V and VMware.
• 3CX and Adobe products.

Infrastructure & Hardware

• Fortinet and FortiGate products.
• Ubiquiti networking, wireless, security, and camera solutions.
• Ruckus Wi-Fi and D-Link.
• Lenovo, Dell, Apple, HP, ASUS, and other common hardware.
• Datto BCDR backup solutions.

Professional Attributes

• Clear written and verbal communication skills, supported by strong technical documentation capability.
• Ability to investigate independently, identify root causes, and recognise when senior escalation is required.
• Ability to manage competing priorities, work within SLAs, and maintain accurate ticket and time records.

Responsibilities

Technical Support & Escalation

• Act as the initial escalation point for non-routine service desk incidents and requests.
• Diagnose and resolve technical issues across Microsoft 365, Windows, macOS, and occasionally Linux environments.
• Troubleshoot cloud and on-premises infrastructure, networking, firewalls, software, peripherals, and end-user systems.
• Progress tickets through to resolution within agreed SLAs.
• Escalate complex or high-risk matters to Level 3 or senior engineers with clear technical findings.

Service Management & Documentation

• Use Autotask PSA and Datto RMM to manage tickets, record time, document technical actions, and support service reporting.
• Follow security and approval processes before implementing changes, installing software, or granting access.
• Create and maintain accurate technical documentation and knowledge articles in Confluence.

Team & Continuous Improvement

• Share technical knowledge with junior team members and help strengthen service desk capability.
• Assist with project deployments and upgrades, including planned implementation work where required.
• Participate in team meetings and contribute to operational metrics and continuous improvement initiatives.