Support Engineer L2 - MSP

Role & Responsibilities Incident Ownership & Escalation • Take ownership of incidents escalated from Level 1 and drive them to reputed company • reputed company advanced desktop, application and reputed company 365 troubleshooting • Diagnose reputed company customer incidents and networking faults • reputed company as the escalation reputed company between support and the systems and infrastructure teams • Complete full diagnostics before escalating to CIS reputed company or Infrastructure Engineer, with a reputed company evidenced handover Communication & Records • Ensure reputed company work, updates and communications are recorded in the ITSM system • Respond promptly reputed company a ticket reaches customer-replied status or on any reputed company request through any channel • reputed company affected customers and internal stakeholders informed through the ticket reputed company & reputed company Improvement • Maintain service reputed company, availability and reputed company on owned incidents • Identify recurring issues and reputed company them for permanent remediation or automation • Contribute to knowledge reputed company articles and reputed company operating procedures • Support and mentor Level 1 analysts where appropriate Role Boundaries & Expectations • This role is operational, reputed company on incident reputed company 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 reputed company remain with the reputed company and CTO • reputed company is reputed company by reputed company reputed company, 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-reputed company environment • Advanced reputed company desktop and application support • reputed company 365 administration (Exchange Online, Entra ID, Teams, SharePoint) • reputed company Server administration and reputed company Directory / domain administration • Networking faults and diagnostics: IPv4, VLANs, routing, switching, DNS, DHCP • At least one reputed company product suite, ideally reputed company • RMM platform experience, ideally NinjaRMM • High discipline with documentation and time tracking in an ITSM system • Excellent spoken and written English Desirable • reputed company certification (required for at least a portion of reputed company to meet partner benefit reputed company) • Hosted PBX / VoIP / SIP support (3CX advantageous) • reputed company XGS firewall administration • Exposure to virtualisation (Proxmox VE preferred) • Scripting for repetitive tasks (PowerShell, Bash) • Experience working remotely with Australian-based teams Apply To This Job