Technical Support Engineer, Level 1

Lyra Technology Groupis aprivateequity-backed holding company that invests andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees name and culture that have made them successful. As a platform ofEvergreenServicesGroup we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

We are looking for a Technical Support Engineer Level 1 to join our operating company in Brisbane.

The Level 1 Technical Support Engineer is a customer-oriented IT professional responsible for providing high-quality support within a Managed Service Provider environment. This role emphasizes timely incident resolution & request fulfilment fostering positive client relationships and using sound judgment to determine when issues should be escalated to senior technical staff.

Responsibilities

• Deliver responsive professional technical support across multiple customer environments.
• Troubleshoot and resolve incidents and service requests within agreed scope and standards.
• Maintain a strong customer service focus ensuring clear and timely communication.
• Accurately document work performed resolutions and environment details.
• Recognise complexity risk or uncertainty and escalate issues appropriately.
• Follow established processes security practices and tooling standards.

Tools & Technology

• Great experience with Microsoft 365 (core administration and user support) /Windows desktop and server environments
• Hybrid customer environments with onpremises and cloud technologies
• Core MSP tooling such as Halo PSA Datto and IT Glue
• Endpoint security and monitoring tools (e.g. Huntress ThreatLocker)
• Networking fundamentals including firewalls VPNs and switching (with escalation as required)
• (Desirable) exposure to AEC and engineering design platforms will be consideredadvantageous.

Skills required

• Minimum of 2 years experience working within a Managed Service Provider environment.
• Experience supporting Windowsbased environments and Microsoft 365.
• Strong customer communication skills and professional judgement.
• Ability to manage multiple customers and priorities while following escalation pathways.
• After-Hours availability: This role does have a light afterhours or oncall requirement.

Benefits

• Great progression opportunities
• Flexible working environment