ICT Level 2 Technical Engineer (Presales & Support), Melbourne
Salary: $85,000 – $95,000 per year
About the role
We're hiring a versatile ICT technical engineer based in Melbourne. You'll cover the job end to end for our Victorian customers, from presales and solution design through to Level 1 and Level 2 support, with backing from our Sydney team. The role has three parts: presales and solution design including technical discovery, site surveys, scoping and solution design, and technical input to proposals for new and existing customers; Level 1 and Level 2 support providing remote and onsite support for business customers, with escalation to and support from our Sydney team; and field engineering and onboarding including onsite work for Melbourne customers, deployments, onboarding new managed services customers and supporting call recording contracts. You'll work across several customer environments at once, switch context quickly, document as you go and keep customers informed.
Key responsibilities
Handle Level 1 requests and Level 2 escalations end to end, taking ownership of complex or unresolved tickets
Diagnose and resolve server issues across Windows Server, Active Directory, DNS, DHCP, Group Policy, and file and print services
Resolve desktop issues across Windows 10/11, Microsoft 365 apps, Outlook, Teams, printing and peripherals
Support Microsoft 365 and Entra ID: user and mailbox administration, licensing, MFA and Conditional Access
Do routine maintenance, patching and backup checks, and respond to monitoring alerts
Manage your workload across customers, prioritising by SLA and business impact
Support Melbourne call recording customers, including Redbox environments, within contracted SLAs
Attend Melbourne customer sites for hardware faults, deployments, moves and issues that can't be fixed remotely
Lead technical presales for Victorian opportunities: discovery meetings, site surveys, environment audits and requirements gathering
Design and scope solutions, prepare technical input for proposals and quotes, and present them to customers
About you
At least 3 years of hands-on IT support experience, including proven Level 2 server and desktop support in business environments
Experience supporting multiple customers or sites, ideally in an MSP
Confidence handling escalations, both technical tickets and escalated customers
Strong written and verbal communication, and confidence leading technical conversations with customers, including presales meetings
Ability to scope and explain technical solutions to customers, ideally with some presales or solution design experience
Willing to work outside business hours and join the on-call roster, including onsite response for contracted customers
Current full driver's licence and access to a reliable vehicle
Australian working rights, and able to pass a National Police Check