About the Role We are looking for a L2 IT Engineer to join a people-focused technology team supporting small and mid-sized Australian businesses. You will take ownership of escalated technical issues, keep clients productive, and provide structured troubleshooting across a broad range of IT environments. This role sits between Level 1 support and Level 3 engineering, with a strong emphasis on technical problem-solving, clear communication, accurate documentation, and continuous improvement. About the Client You will be working with a Melbourne-based managed technology partner that helps Australian businesses improve their IT reliability, security, compliance, and overall technology outcomes. The organisation takes a people-first, business-led approach, making technology practical, understandable, and aligned with client needs. Ideal Profile Required Experience & Skills 2–4 years of experience in IT support, service desk, or managed service provider environments. Strong troubleshooting skills across Microsoft 365, Windows endpoints, identity, networking, and common business applications. Working knowledge of technologies and platforms such as Datto RMM, Autotask PSA, IT Glue, Huntress, Hornetsecurity, CyberQP, ScalePad, Sophos, Cisco, UniFi, or WatchGuard. Strong written and verbal communication skills, with the ability to work effectively with clients, end users, and technical teams. Microsoft, networking, or security certifications are advantageous but not essential. Desirable Strengths An interest in data protection, automation, AI, or service optimisation. A proactive approach to identifying recurring issues and improving technical processes. A desire to progress into a senior technical or client advisory position. A strong sense of ownership, attention to detail, and commitment to delivering a positive client experience. Responsibilities Core Responsibilities Resolve escalated Level 2 incidents and service requests from initial triage through to completion. Support client environments spanning Microsoft 365, endpoints, identity, networking, servers, and backup solutions. Investigate recurring technical issues and recommend practical solutions or process improvements. Maintain accurate ticket updates, technical findings, and documentation relating to client environments. Escalate complex issues with clear documentation covering business impact, troubleshooting completed, actions taken, and recommended next steps. Support security monitoring by reviewing routine alerts and promptly escalating potential security risks. Success Measures Resolve tickets within agreed service levels while maintaining comprehensive documentation and minimising reopen rates. Provide clear, actionable escalations that enable Level 3 engineers and leadership to quickly understand and progress complex issues. Keep client documentation accurate, relevant, and up to date. Consistently demonstrate ownership, clarity, and care when supporting clients. How we take care of our team 💰 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 to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones