Level 2 IT Support Technician

Sydney, NSW | Full‑Time, Permanent

We are a well‑established small Managed Service Provider seeking an experienced Level 2 IT Support Technician to join our service delivery team. This is a hands‑on technical role suited to professionals with 5+ years' industry experience and a strong background supporting clients in a Managed Service Provider (MSP) environment.

You will work across Microsoft 365, Endpoint security, and RMM platforms, taking ownership of complex technical issues across our various managed client base.

The Role

As a Level 2 Engineer, you will:

• Provide advanced remote and onsite technical support to managed clients

• Troubleshoot and resolve complex issues across cloud, endpoint, and network layers

• Take full ownership of incidents through to resolution, including documentation

• Work within defined SLAs and contribute to service improvement initiatives

Technical Responsibilities

• Administer and support Microsoft 365 environments, including:

  • Exchange Online

  • SharePoint / OneDrive

  • Microsoft Teams

  • Entra ID (Azure AD)

  • Microsoft Intune

• Implement and support MFA, Conditional Access, and Microsoft security best practices

• Use Remote Management Tools for monitoring, alerting, and patch management

• Administer and respond to threats using EDR, ITDR, Application Control, etc

• Support Windows 11 endpoints and Windows Server environments

• Troubleshoot networking issues (DNS, DHCP, TCP/IP, VPNs, firewalls)

• Maintain accurate technical documentation and resolution notes

Required Experience & Skills

Essential:

• Minimum 5 years' IT support experience, Proven experience working in a Managed Service Provider (MSP)

• Strong hands‑on experience with Microsoft Office 365 administration and support

• Experience using N-able N‑central remote management tools or similar

• Experience supporting EDR, ITDR, Threat locker or similar endpoint protection platforms

• Advanced Windows troubleshooting skills

• Solid understanding of networking fundamentals

• Strong problem‑solving and time‑management skills

Desirable

• Microsoft Intune / Endpoint Manager experience

• Firewall exposure (Sophos, Meraki, UniFi)

• PowerShell scripting and automation

• Microsoft or industry certifications

What's On Offer

• Senior Level 2 role in a structured MSP environment

• Exposure to modern Microsoft cloud and security technologies

• Supportive, technically focused team

• Competitive salary based on experience