Technical Support Engineer (Level 2)

As a Technical Support Engineer (Level 2) youll play a key role within the Network & Infrastructure team providing advanced technical support across end-user computing systems and network environments.

Youll diagnose and resolve complex hardware and software issues ensuring systems remain secure stable and performant. With a strong customer focus youll partner closely with IT and business stakeholders to deliver a high-quality support experience for users working across office remote and offshore environments.

Your Key Accountabilities

• Maintain secure and reliable IT environments by implementing security controls monitoring risks and responding to incidents
• Administer and optimise EUC platforms including Microsoft Intune Endpoint Manager Microsoft 365 software asset management and end-user experience monitoring tools (e.g. Immibot)
• Provide advanced technical support across network and infrastructure services resolving incidents end-to-end and documenting root causes and recommendations
• Manage identity and access via Active Directory and Microsoft 365 (user provisioning group policies access controls)
• Own and continuously improve EUC systems driving stability performance and user experience enhancements across Intellihub
• Support incident management by participating in an after-hours roster for critical issues
• Mentor and support junior team members contributing to capability uplift within the service desk/helpdesk function
• Act with urgency and accountability in time-sensitive situations taking initiative to resolve issues effectively
• Collaborate with stakeholders across IT and the business to deliver strong customer outcomes
• Champion safety quality and continuous improvement in line with organisational policies and standards

Qualifications :

• Relevant tertiary qualification and/or Microsoft 365 Endpoint Administrator certification (highly regarded)
• Strong hands-on experience across the Microsoft 365 ecosystem including administration of core services
• Proven experience supporting and deploying Windows end-user devices (laptops/desktops) including EUC build and device management using Microsoft Intune Endpoint Manager and MDM/MAM platforms
• Experience managing identity and access across Active Directory Entra ID and Group Policy
• Exposure to endpoint security and vulnerability monitoring including identifying and responding to risks
• Solid understanding of networking fundamentals protocols and services
• Familiarity with IT Service Management (ITSM) frameworks (e.g. ITIL) with exposure to tools such as ServiceNow or Jira
• Customer-focused and proactive with a strong sense of ownership and a passion for delivering high-quality support
• Strong analytical problem-solving and communication skills with the ability to manage competing priorities in a fast-paced environment

Our Technology Stack

• Microsoft 365 (including Copilot)
• Windows end-user devices
• Microsoft Intune & Endpoint Manager
• MDM/MAM platforms
• Active Directory Entra ID & Group Policy
• ServiceNow (ticketing ITSM platform).
• Jira (issue/project tracking).
• Rapid7 Endpoint security vulnerability monitoring.
• Immibot

Additional Information :

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development access to industry-leading tools and a strong commitment to employee well-being all supported by a competitive salary and benefits package. 

Remote Work :

No

Employment Type :

Full-time