Level 2 Service Desk Engineer

Salary: $85,000 – $95,000 per year

Tech Success | Potts Point, Sydney | Full-time

We're looking for an experienced L2 Engineer who enjoys solving problems, working with clients and staying ahead of technology.

Tech Success is growing, and we're looking for an experienced Level 2 Service Desk Engineer to join our Sydney team.

This is not a role where you'll simply work through a queue of basic support tickets.

You'll be an important part of our technical team, taking ownership of more complex issues, supporting our clients across Microsoft 365 and modern workplace technologies, assisting with projects and working closely with our senior engineers.

If you're someone who enjoys getting to the bottom of a difficult technical problem, communicating directly with clients and continually learning new technology, we'd love to hear from you.

About Tech Success

Tech Success has been providing technology services to Australian businesses for more than 25 years.

We're a growing Managed IT Services provider with a strong focus on:

• Microsoft 365 and Modern Workplace

• Cybersecurity

• Cloud technologies

• Device management

• AI and Microsoft Copilot

• Automation

• Strategic IT consulting

We've built our business almost entirely through referrals, which we believe says a lot about the relationships we build with our clients.

We're continuing to grow and are looking for another experienced engineer to join our Sydney team.

The Role

As a Level 2 Engineer, you'll be responsible for resolving escalated technical issues across a range of client environments.

You'll work closely with our Service Desk team, senior engineers and account managers to make sure our clients receive a high level of technical support.

You'll also have the opportunity to get involved in Microsoft 365 migrations, device deployments, infrastructure upgrades, security improvements and other client projects.

Your responsibilities will include:

• Taking ownership of escalated Level 2 incidents and service requests

• Troubleshooting complex Microsoft 365 and Windows issues

• Administration and troubleshooting of Microsoft 365 environments

• Supporting Microsoft Entra ID and identity management

• Supporting Microsoft Intune and endpoint management

• Supporting Exchange Online, SharePoint and Teams

• Troubleshooting Windows 10/11 endpoints and applications

• Supporting networking, Wi-Fi, VPN, DNS and DHCP issues

• Troubleshooting printers, peripherals and business applications

• Supporting Microsoft Defender and endpoint security

• Assisting with new client onboarding and technology deployments

• Assisting with Microsoft 365 and cloud projects

• Performing onsite client support when required

• Working with third-party vendors when escalation is required

• Identifying recurring problems and recommending permanent solutions

• Maintaining accurate technical documentation and ticket notes

• Assisting L1 engineers with more complex technical issues

• Contributing to our internal knowledge base and technical standards

• Participating in our weekend on-call roster, approximately one weekend every two months

The technology

We are a predominantly Microsoft environment and you'll work across a broad range of modern technologies, including:

Microsoft

• Microsoft 365

• Entra ID

• Intune

• Exchange Online

• SharePoint Online

• Microsoft Teams

• Microsoft Defender

• Windows 10/11

• Windows Autopilot

• Azure

• Microsoft Copilot

Infrastructure & Networking

• TCP/IP

• DNS / DHCP

• VLANs

• VPN

• Wi-Fi

• Firewalls

• Switching and routing

• Ubiquiti and other networking platforms

MSP Tools

• ConnectWise Manage

• ConnectWise RMM

• ScreenConnect

You don't need to be an expert across every technology listed above.

We're looking for someone with strong fundamentals who can troubleshoot methodically, learn quickly and take ownership of problems.

What we're looking for

We're looking for an experienced L2 Engineer with approximately 3+ years of commercial IT support experience, ideally within an MSP environment.

You'll ideally have strong experience with:

• Microsoft 365 administration and troubleshooting

• Microsoft Entra ID / Azure AD

• Exchange Online

• Microsoft Intune

• Windows 10/11

• Microsoft Teams

• SharePoint Online

• Endpoint security

• Networking fundamentals

• Remote support and RMM platforms

• Ticketing / PSA systems

Experience with the following would be highly regarded:

• Microsoft Defender

• Windows Server

• Azure

• Autopilot

• PowerShell

• Ubiquiti

• Firewalls

• Virtualisation

• Backup technologies

• Microsoft certifications

• Cybersecurity

• Microsoft Copilot

More importantly, we're looking for someone who...

Takes ownership.

When you receive a difficult ticket, you don't immediately look for someone else to pass it to. You investigate it, understand the underlying problem and see it through to resolution.

Can talk to clients.

You can explain a technical issue clearly to someone who isn't technical, manage expectations and give clients confidence that their problem is being looked after.

Thinks beyond the immediate fix.

If the same problem keeps occurring, you want to understand why and find a better solution.

Enjoys technology.

Microsoft is changing incredibly quickly. We're looking for someone who is genuinely interested in learning what's next rather than simply maintaining what already exists.

Works well in a team.

You'll have access to senior engineers when you need them, but we also expect our L2 engineers to share knowledge and help develop the wider team.

Why Tech Success?

You'll be joining a business that is in an exciting stage of growth.

We've spent more than 25 years building a successful MSP, and we're now investing heavily in the next generation of technology.

That includes:

• Microsoft 365

• Cybersecurity

• Modern Workplace

• Intune and device management

• Microsoft Copilot

• AI

• Automation

• Cloud technologies

You'll get exposure to a wide variety of clients and environments rather than spending your entire career supporting one internal IT environment.

You'll also work alongside experienced engineers who are happy to share their knowledge.

What we offer

• Competitive salary based on experience

• Sydney CBD / Potts Point location

• Hybrid working

• A varied client base and interesting technical challenges

• Exposure to Microsoft 365, cloud, security and modern workplace technologies

• Training and professional development

• Microsoft certification opportunities

• Exposure to AI, Copilot and automation

• Genuine career progression

• A friendly and collaborative team

• The opportunity to work directly with clients and develop your technical and consulting skills

This could be the right role for you if...

You're currently an L2 Engineer and feel like you've outgrown your current environment.

You enjoy working with Microsoft technologies.

You want more exposure to cloud, cybersecurity, Intune and modern workplace.

You enjoy solving difficult problems rather than simply closing tickets.

And you want to work somewhere where you can actually see the impact of the work you do.

If that sounds like you, we'd love to hear from you.

Please apply with your CV and tell us a little about your current role, the technologies you work with and what you're looking for in your next position.