Level 2 Support Engineer

Level 2 Support Engineer | MSP

Your new company

Join an established managed services provider based in North Sydney, supporting a varied portfolio of clients across their technology environments. You'll work within an experienced technical team in a fast-paced MSP environment where customer service, technical ownership and strong troubleshooting are key.

Your new role

As a Level 2 Support Technician, you'll provide remote and onsite technical support across multiple client environments, taking ownership of escalated tickets from initial diagnosis through to resolution.
The role offers broad technical exposure across Microsoft 365, Azure, Windows Server, networking, security, virtualisation and end-user technologies. You'll also have opportunities to contribute to Microsoft 365 migrations, infrastructure upgrades, client onboarding and other technical projects.

What you'll need to succeed

Previous MSP experience is essential for this role. You'll need to be comfortable working across multiple client environments, managing competing tickets and communicating directly with customers.

You'll ideally have:

• Previous experience providing Level 2 technical support experience for a managed service provider.
• Strong Microsoft experience across Microsoft 365, Windows 10/11, Windows Server, Active Directory, Entra ID, Exchange Online, Teams and SharePoint.
• Practical networking knowledge across TCP/IP, DNS, DHCP, VLANs, VPNs, Wi-Fi, firewalls, switches and routers.
• Experience troubleshooting escalated incidents and taking ownership of tickets through to resolution.
• Exposure to Azure, Hyper-V and/or VMware, backup solutions and cloud technologies.
• Experience with security and endpoint technologies. Exposure to Huntress, Sophos or SentinelOne would be advantageous.
• Strong client-facing communication skills and the ability to explain technical issues clearly.
• Experience using professional ticketing or PSA platforms with strong documentation habits.
• A current Australian driver's licence and the ability to attend client sites when required.

What you'll get in return

• Broad technical exposure across Microsoft cloud, infrastructure, networking and security.
• Work across a varied range of client environments.
• Exposure to technical projects alongside BAU support.
• Opportunity to continue developing your technical skills within an established MSP environment.

What you need to do now




If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to charlie.pym@hays.com.au.