IT Support Engineer – L2 Onsite
Location: Sydney
Salary: $75k – 85k + super
Working rights: must have full working rights within Australia (no sponsorship available)
Working arrangement: 5 days per week in office
Additional requirements: must have a valid Australian driving license
Our Client
Our client is a fast-growing Managed Services Provider (MSP) with a strong reputation for delivering exceptional customer service and long-term value to their clients. With a Sydney head office and a wide customer base across the CBD and surrounding areas, they pride themselves on building strong relationships and providing reliable, hands-on IT support.
They are looking for an experienced Onsite Level 2 Support Engineer to join their team. This role is crucial in ensuring customers receive consistent, professional and proactive desktop and infrastructure support across multiple client locations.
Role and Responsibilities
As an Onsite Level 2 Support Engineer, you will:
- Deliver end-to-end Level 2 technical support, onsite and remotely, across desktops, laptops, mobile devices, printers and end-user applications.
- Provide onsite support at client locations within Sydney CBD and surrounding areas.
- Manage tickets through Autotask (or similar such as ServiceNow or Jira), ensuring issues are resolved within agreed timeframes.
- Support and maintain Microsoft technologies including Office 365, Intune, Endpoint Manager, Azure and Active Directory.
- Provide support across Google Workspace, Cisco Meraki, networking, and AV/TV systems.
- Work with customers to troubleshoot and resolve issues independently, without escalation, using your practical onsite experience.
- Install, configure and maintain hardware and software, including onboarding/offboarding activities and system access management.
- Monitor patching, backups, security updates and infrastructure performance.
- Participate in the on-call roster (one week in four), with increased rates for evenings, weekends and public holidays.
- Attend team meetings for capacity planning and workload management.
- Represent the company professionally and uphold values of integrity, customer focus and teamwork.
Additional role details
- Monday to Friday role, onsite presence required (no fully remote option).
- Own car and driver’s licence required (tolls and mileage claimable through expenses).
- All equipment provided.
- Certification scheme with $5,000 annual allowance for training and certifications.
- Opportunities for career progression into field engineering, projects, professional services or senior consulting roles.
Required Experience
To be successful in this role, you will have:
- Minimum 2 years’ experience as a Level 2 or equivalent desktop/onsite support engineer (MSP environment highly regarded).
- Strong troubleshooting skills across desktop, hardware, software and networking (TCP/IP, DNS, DHCP, VPN).
- Hands-on experience with Microsoft 365, Azure, Intune, Endpoint Manager and Windows/macOS.
- Familiarity with Active Directory, Group Policy, Exchange, and Microsoft packaging.
- Experience supporting Google Workspace and Cisco Meraki (preferred).
- Strong customer service focus, with the ability to explain technical concepts clearly to non-technical users.
- Excellent communication skills, both written and verbal.
- Ability to work independently at client sites, demonstrating initiative and sound problem-solving skills.
- Relevant Microsoft certifications (e.g. MD, SC, AZ series) are highly regarded.