L2/L3 Support Engineer

About the Role

We are seeking an experienced L2/L3 Support Engineer to join a growing Managed Service Provider (MSP) environment. This role combines advanced technical support, systems administration, infrastructure and cloud engineering, project delivery, documentation, and continuous process improvement.

You will take ownership of complex escalations across client environments while contributing to infrastructure projects, migrations, technical standards, automation, and operational improvements. The position suits an engineer who is technically capable, client-focused, highly organised, and comfortable working independently while collaborating with technical and business stakeholders.

About the Client

You will be working with an established Australian technology consultancy providing software development, infrastructure management, managed hosting, and IT support services to small and medium-sized organisations.

The business supports diverse client environments, including organisations with specialised technology requirements, and is committed to delivering reliable technical solutions, proactive support, and a high standard of customer service. You will join a collaborative and fast-paced technical environment where continuous improvement, automation, and innovation are encouraged.

Ideal Profile

Essential Experience

• 4+ years of experience within an MSP environment.
• Proven experience in Level 2 and/or Level 3 IT support.
• Strong troubleshooting capability across infrastructure, cloud, networking, and endpoint technologies.
• Hands-on Microsoft 365 experience, including Intune, Entra ID, Exchange Online, and policy administration.
• Strong Windows Server administration skills, including Active Directory and Group Policy.
• Basic experience administering and troubleshooting Hyper-V.
• Experience using ticketing, time management, and time-tracking systems.
• Demonstrated ability to manage competing priorities within a fast-paced support environment.
• Experience developing technical documentation and operational processes.
• Strong customer service and phone-based support capabilities.

Desirable Experience

• Experience supporting specialised healthcare or medical practice management applications.
• ConnectWise PSA and ConnectWise Automate.
• ScreenConnect and other remote support platforms.
• Datto BCDR and SaaS backup solutions.
• Microsoft Azure configuration and administration.
• WordPress and cPanel administration.
• Action1.
• Huntress EDR, SAT, and ITDR.
• Inforcer.
• UniFi.
• IT procurement.
• Confluence documentation.

Additional Tools & Systems

• SMTP2GO.
• Splashtop.
• WP Umbrella.
• Keeper.
• Kaseya Quote Manager.
• MSP360.
• Microsoft SQL Server.

Soft Skills

• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to accurate documentation.
• Proactive, client-focused approach to technical support.
• Ability to work independently with minimal supervision.
• Strong organisational, prioritisation, and time-management skills.
• Collaborative approach with a willingness to mentor and share technical knowledge.
• Commitment to continuous learning and technology improvement.

Responsibilities

Service Desk & Client Support

• Deliver Level 2 and Level 3 support across cloud, infrastructure, networking, and endpoint environments.
• Diagnose and resolve escalated technical issues efficiently while maintaining ownership through resolution.
• Manage support requests across ticketing, remote support, email, and phone channels.
• Maintain clear and professional client communication throughout the support lifecycle.
• Escalate highly complex issues appropriately while retaining accountability for outcomes.
• Meet agreed SLAs and follow established operational procedures.
• Maintain a consistently high standard of customer satisfaction.

Systems Administration & Infrastructure

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Entra ID, and related technologies.
• Support Windows Server environments covering Active Directory, Group Policy, DNS, DHCP, and file services.
• Configure, maintain, and troubleshoot Hyper-V and VMware virtualisation environments.
• Support Microsoft Azure and AWS cloud infrastructure.
• Assist with backup, disaster recovery, and business continuity solutions.
• Conduct system maintenance, patching, monitoring, and infrastructure health checks.

Project Delivery & Engineering

• Support the planning, scoping, and implementation of infrastructure and cloud projects.
• Participate in client onboarding, migrations, infrastructure upgrades, and systems improvement initiatives.
• Contribute technical recommendations to solution design and implementation.
• Help develop technical policies, standards, and operational processes.
• Collaborate with senior technical stakeholders on strategic engineering initiatives.
• Deliver assigned project tasks and technical outcomes to the required standard.

Documentation & Process Improvement

• Maintain accurate documentation covering client environments, technical procedures, tickets, and issue resolutions.
• Develop and enhance internal technical documentation and knowledge-base resources.
• Identify opportunities for automation and improved operational efficiency.
• Contribute to improvements in service delivery standards and technical workflows.
• Maintain documentation through Confluence and other relevant platforms.
• Ensure ticket updates and time records are accurate and completed promptly.

Team Collaboration

• Partner with engineers, management, and support teams to deliver high-quality technical outcomes.
• Share technical knowledge and provide guidance to junior team members where appropriate.
• Participate in technical discussions, reviews, and continuous improvement initiatives.
• Maintain consistent communication and collaboration with clients and internal stakeholders.