Senior IT Support Engineer -L2

About The Role
We are looking for an experienced and personable Senior IT Support Engineer -L2 to provide high-quality second-line technical support to clients and internal users.
You will take ownership of complex technical issues, support first-line colleagues, and contribute to the ongoing development and improvement of the IT support service. The role covers Microsoft 365, user administration, identity and access management, endpoint management, Windows devices, and general IT support.
Strong communication is essential, as you will work directly with clients and be responsible for explaining technical matters clearly, providing professional updates, and managing support requests through to resolution.
About The Client
You will be working with a client-focused technology and IT support organisation that provides professional managed IT services. The environment places strong emphasis on reliable technical support, security, clear communication, and long-term service improvement.
Ideal Profile
Core Experience & Skills
Previous experience in a second-line IT support, service desk, or managed support environment
Experience handling escalated and technically complex support issues
Strong practical knowledge of Microsoft 365 administration and troubleshooting
Experience with user accounts, permissions, identity, and access management
Strong understanding of Windows devices, endpoint management, and business applications
Strong troubleshooting, problem-solving, and organisational skills
Ability to manage multiple support requests while maintaining service quality
Communication & Service
Excellent verbal and written communication skills
Confidence communicating directly with clients and managing expectations
Professional, patient, approachable, and service-focused
Comfortable supporting less experienced colleagues
Able to take ownership of issues and follow tasks through to completion
Security & Technical Awareness
Good understanding of information security and the importance of documented processes
Security-conscious approach to handling client and company information
Ability to recognise when specialist, infrastructure, or security escalation is required
Desirable
Microsoft Entra ID and identity and access management experience
Microsoft Intune and endpoint/device administration experience
Experience with IT service management or ticketing systems
Cybersecurity awareness and phishing prevention knowledge
Relevant Microsoft certifications
Identity and Access Administrator Associate certification or related experience
Responsibilities
IT Support & Service Desk
Provide first- and second-line support to clients and internal users through the service desk
Support first-line colleagues with more complex technical matters where required
Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues
Manage incidents and service requests accurately and efficiently
Maintain clear and accurate records across service desk and internal systems
Client Support
Communicate directly with clients by phone, email, and other support channels
Provide clear, professional, and confident updates throughout the support lifecycle
Take ownership of escalated issues and ensure appropriate follow-through
Work collaboratively with the wider team to deliver a responsive and professional client experience
Identity & Endpoint Administration
Support Microsoft 365 user administration and day-to-day account management
Assist with onboarding, offboarding, permissions, access changes, and related troubleshooting
Support Microsoft Intune and Microsoft Entra ID administration where required
Information Security
Follow company information security policies, access controls, and documented procedures
Report security incidents, risks, suspicious activity, and non-conformances promptly
Maintain awareness of phishing, cybersecurity, and user behaviour risks
Handle client and company information securely and confidentially
Complete relevant security training and follow established good practice
Escalation & Continuous Improvement
Take ownership of complex technical issues escalated from first-line support
Escalate highly complex infrastructure, security, or specialist issues to the appropriate team
Contribute to continuous improvement while working effectively within established processes
Support colleagues and contribute to the ongoing development of the IT support service
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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Work arrangement
Yes