Level 2 MSP Support Engineer

5 days ago

Mount Hutton, New South Wales, Australia LAN Creation Full time

About the role

We are seeking an experienced Level 2 MSP Support Engineer to join our dynamic team at LAN Creation. As a critical part of our IT support services, you will be responsible for resolving complex technical issues and providing high-level support to our clients. This is a full-time position based in our office in Mount Hutton, NSW.

What you'll be doing

  1. Ticket ownership & triage: manage L2 queues, dispatch in ConnectWise Manage, maintain SLA hygiene, document clearly, and escalate to L3 when needed.
  2. Collaboration: Be responsive in internal channels (Teams/chat), Email and support project delivery/documentation as required.
  3. Microsoft 365 administration: Exchange Online, SharePoint, Teams, OneDrive; implement security baselines (Defender, Conditional Access).
  4. Endpoint management: Intune/Autopilot (MDM/MAM), compliance policies, app packaging, device lifecycle tasks.
  5. Identity & cloud: Azure/Entra ID, hybrid identity and related services.
  6. Windows Server & patching: monthly patch windows, routine maintenance, firmware/drivers for Dell/HP/Lenovo (using vendor tooling).
  7. Backup & DR: Acronis Cyber Protect: configure and monitor backup plans, antimalware/EDR, vulnerability assessment and patch management modules; perform file/mailbox and VM/server restores; maintain DR runbooks and quarterly restore tests.
  8. Networking: troubleshoot firewalls, VPNs, switching, Wi‑Fi; document changes. Sophos XGS: rules/NAT, SSL/IPSec VPN, SD‑WAN, Central management, and firmware lifecycle.
  9. Tooling & documentation: work primarily in ConnectWise Manage (PSA) and contribute updating internal documentation, SOPs/KBs. Familiarity with working and various RMM Tools is a plus.
  10. Scripting & automation: read/understand PowerShell; safely execute or adapt scripts for bulk/admin tasks.

What we're looking for

  1. Minimum 3 years of experience in a Level 2 or higher IT support role, preferably in a managed service provider (MSP) environment
  2. Expertise in troubleshooting and resolving complex hardware and software issues across a variety of systems and applications
  3. Strong understanding of networking concepts, server administration, and cloud technologies
  4. Strong Microsoft 365 support (Exchange, Teams, SharePoint)
  5. Intune/Autopilot management
  6. Azure/Entra fundamentals
  7. Sophos XGS or Sophos Central exposure
  8. ConnectWise Manage proficiency
  9. Certifications: MS‑900 & AZ‑900 (or SC‑900)
  10. Bonus Skills that are highly desirable: Acronis and Sophos certifications, Windows Server & hybrid skills, PowerShell familiarity, Understanding of Essential Eight / SMB frameworks and familiar with PSA/RMM automation.

What we offer

At LAN Creation, we are committed to providing a supportive and collaborative work environment. You'll have access to ongoing training and development opportunities, as well as a range of benefits, including:

  1. Training support & paid certification incentives
  2. Flexible work arrangements
  3. Local work – no Sydney commute
  4. Supportive, people‑first culture
  5. Opportunities for career advancement and skill development

About us

LAN Creation is a leading managed service provider (MSP) with a reputation for delivering innovative and reliable IT solutions. Our team of dedicated professionals is passionate about helping businesses achieve their technology goals and overcome their challenges. We pride ourselves on our client-centric approach, strong technical expertise, and commitment to excellence.

If you're ready to take your IT support career to the next level, we encourage you to apply now.

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