Support Engineer L2 - MSP

Role & Responsibilities Incident Ownership & Escalation • Take ownership of incidents escalated from Level 1 and drive them to resolution • Perform advanced desktop, application and Microsoft 365 troubleshooting • Diagnose complex customer incidents and networking faults • Act as the escalation bridge between support and the systems and infrastructure teams • Complete full diagnostics before escalating to CIS Admin or Infrastructure Engineer, with a clear evidenced handover Communication & Records • Ensure all work, updates and communications are recorded in the ITSM system • Respond promptly when a ticket reaches customer-replied status or on any direct request through any channel • Keep affected customers and internal stakeholders informed through the ticket Quality & Continuous Improvement • Maintain service levels, availability and quality on owned incidents • Identify recurring issues and raise them for permanent remediation or automation • Contribute to knowledge base articles and standard operating procedures • Support and mentor Level 1 analysts where appropriate Role Boundaries & Expectations • This role is operational, focused on incident resolution and escalation, not architecture or infrastructure design • Production changes are executed under approved change control raised by the systems or infrastructure teams • Risk acceptance and architecture decisions remain with the GM and CTO • Success is measured by resolution quality, communication, documentation and process adherence Requirements Required Experience & Essential Skills Understanding and practical experience with: Essential • Proven Level 2 experience in an MSP or comparable multi-client environment • Advanced Windows desktop and application support • Microsoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint) • Windows Server administration and Active Directory / domain administration • Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP • At least one security product suite, ideally Sophos • RMM platform experience, ideally NinjaRMM • High discipline with documentation and time tracking in an ITSM system • Excellent spoken and written English Desirable • Microsoft certification (required for at least a portion of the team to meet partner benefit thresholds) • Hosted PBX / VoIP / SIP support (3CX advantageous) • Sophos XGS firewall administration • Exposure to virtualisation (Proxmox VE preferred) • Scripting for repetitive tasks (PowerShell, Bash) • Experience working remotely with Australian-based teams