Support Engineer

Byte is an Australian-owned IT services business with its head office in Melbourne. With over thirty years of operation, we specialise in contact centres, cloud and infrastructure, modern workplaces, security, and managed services. Our passion lies in what technology enables people to achieve. At Byte, we aim to modernise and innovate how people work and collaborate.

Base pay range: A$75,000.00/yr - A$85,000.00/yr

We're seeking a Level 2 Service Desk Engineer who can deliver people-first, secure outcomes across modern workplace and cloud environments. This role is BAU-focused, operating in a fast-paced MSP environment where you'll be supporting customers day-to-day while keeping security and experience at the forefront.

You'll thrive in this role if you bring:

• Proven Experience in a Level 2-3 Service Desk within a Managed Service Provider (MSP).
• Strong technical capability across: Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive); Windows OS endpoint support including AutoPilot/Intune; Microsoft Defender / endpoint security tools.
• Networking knowledge including TCP/IP, DNS, DHCP, VLANs, and firewall basics to troubleshoot and resolve connectivity issues.
• Analytical troubleshooting skills — diagnose issues, escalate where needed, and deliver timely resolutions.
• Customer-Focused Communication — clear, empathetic, and able to translate technical issues into user-friendly language.
• ITIL-aligned practices — experience applying incident, problem, and change management in a structured way.
• Process Improvement Mindset — actively look for opportunities to reduce recurring incidents and improve user experience.
• Collaboration and cultural fit — mindful of and supportive of each other, thriving in a diverse, team-oriented environment.
• Certifications (desirable) — Microsoft (MS-100, MS-101, AZ-900), CompTIA Network+, or ITIL Foundation.

• Provide L2 Support & Escalation — Act as the frontline for BAU incidents and requests while also handling escalations. Troubleshoot and resolve issues across Windows OS, Microsoft 365, AVD, Active Directory/Entra ID, Defender, and basic network connectivity.
• Incident & Ticket Management — Manage incident queues efficiently, prioritise based on impact and urgency, and ensure timely updates and resolutions in line with SLAs and ITIL practices.
• End-User Support — Handle escalated requests including software installs, configuration, access troubleshooting, and application support, ensuring a seamless customer experience.
• Technical Documentation — Maintain accurate records of incidents, fixes, and changes in the knowledge base. Create clear guides and SOPs to enable faster resolution by the wider team.
• Collaboration & Teamwork — Work closely with Level 3 Service Desk and Engineering/SME teams to ensure integrated service delivery. Escalate and coordinate with senior engineers and vendors when needed.
• Continuous Improvement — Identify recurring issues, propose preventative measures, and recommend improvements to processes, systems, or configurations to enhance efficiency and reduce risk.
• Roster & After-Hours Support — Participate in the rotational roster and provide after-hours support as required to maintain service continuity for customers.

• Flexible Hybrid Arrangement — We promote work-life balance with a blend of remote and in-office work.
• Professional Development & Training — We invest in your growth through guaranteed learning opportunities, such as Microsoft Certifications, Genesys, AWS, or other technical learning pathways.
• Career Growth — Grow your career in a supportive and inclusive environment. We encourage internal mobility and career progression.
• Team Building & Social Activities — Regular team events and social gatherings. Our "Tribal Lunches" are a monthly celebration of diversity, where we come together over delicious food hosted by a different Byte team member each time.
• Wellbeing & Volunteer Leave — We care about our people and the community. Take time off to recharge or support a cause you're passionate about.
• Ready to join a high-energy, dynamic team? Apply now and be part of something amazing