Level 2 Support Engineer

Support Engineer (Level 2)

Tickbox is hiring We’re looking for a technically capable, customer-focused Level 2 Support Engineer to join our Service Desk team. You’ll be the bridge between our Level 1 team and senior engineers, taking ownership of tickets across diverse environments and ensuring our clients receive high-quality, timely support.

This is a hands-on role suited to someone who thrives in a fast-paced MSP environment, is confident working directly with customers, and can balance technical troubleshooting with excellent communication skills.

Key Responsibilities

- Act as an escalation point for Level 1 engineers, providing guidance and resolving issues they cannot complete.
- Take ownership of support tickets from start to resolution, escalating to Level 3/Engineering when necessary.
- Support Microsoft 365 and Entra services including Exchange Online, SharePoint, Teams, Intune, and administration of security and access policies (e.g., conditional access, MFA, compliance policies).
- Manage and troubleshoot Active Directory, DNS, DHCP, and Group Policy.
- Maintain and monitor backups, ensuring restoration processes are tested and functional.
- Respond to security alerts and follow established protocols to maintain client security.
- Perform basic network troubleshooting, including cable tracing, switch and firewall checks, and VPN support, escalating complex issues as needed.
- Support endpoints using RMM tools and other remote technologies.
- Contribute to and maintain technical documentation and process improvements.
- Participate in team stand-ups and share knowledge with the broader support team.
- Attend client sites for onsite work as required (valid driver’s license essential).
- Participate in the after-hours support roster.

About You

You’re a proactive problem-solver who is comfortable working independently but also values teamwork. You’re capable of managing multiple priorities while maintaining a customer-first mindset.

Requirements

- Minimum 5 years experience in a service desk or MSP environment.
- Strong experience supporting Microsoft 365 environments, including Intune.
- Good understanding of Windows desktop and server environments.
- Familiarity with backup platforms and endpoint protection.
- Intermediate networking knowledge (VPN, DNS, DHCP, VLANs, basic firewall rules).
- Experience working with RMM and PSA platforms.
- Excellent communication skills, both verbal and written.
- Strong documentation habits and ability to follow ITIL-aligned processes.
- Ability to work in a hybrid environment (2 days in-office, 3 days remote).
- Full working rights in Australia.
- Relevant Microsoft or industry certifications (e.g., MS-900, MS-102, AZ-104, SC-900) are highly regarded. Equivalent experience will also be considered.

Highly Desirable

- Experience with Autopilot and remote device provisioning.
- Basic PowerShell scripting for troubleshooting or automation.
- Exposure to supporting cloud migrations or Microsoft 365 projects.
- Experience supporting clients in regulated industries (e.g., legal, finance, healthcare).

Our Work Environment

Tickbox offers a hybrid working model, with the team in the office twice a week and working remotely the rest of the time. We pride ourselves on a collaborative culture where knowledge sharing, process improvement, and professional development are encouraged.

If you’re looking for a role where you can take ownership of technical issues, work across a variety of technologies, and be part of a supportive team in a growing MSP, we’d love to hear from you.

For more info about us, visit: www.tickbox.com.au

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