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Level 2–3 IT Support Engineer – MSP

2 weeks ago

Sydney, New South Wales, Australia AERA CLOUD Full time $90,000 - $120,000 per year

About us

AERA is a national Managed Services Provider of business Cloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Hardware and Licensing throughout Australia. You can see us at

We are a fast growing, dynamic and professional organisation with offices in Sydney, Melbourne & Brisbane.

The role

We're looking for a dynamic, enthusiastic, dedicated and skilled Level 2-3 Support Engineer to join our team. This role will suit someone who is confident handling Level 2 support independently and ready to step up into more advanced Level 3 incidents. You'll work across a wide range of technologies, support client infrastructure, and assist with project delivery - In Private and Hybrid Cloud solutions, as well as transitions into the Microsoft 365 ecosystem.

You will be an escalation point for Level 2 incidents, and gradually develop into full Level 3 responsibilities with mentoring from senior engineers.

Previous experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.

What you'll do

Duties expected in this role (but not limited to):

  • Provide remote and onsite technical support for our clients
  • Handle escalations from Level 1 and Level 2 staff.

  • Troubleshoot and maintain a range of issues across:

  • Microsoft 365 Eco System

  • Windows Server Technologies
  • Active Directory and Azure / Entra ID
  • Assist with small-to-medium projects, deployments, and configuration changes.
  • Work alongside senior engineers to gain exposure to advanced troubleshooting, security configurations, and infrastructure work.
  • Manage Microsoft Cloud Technologies - Teams, SharePoint, Security and Compliance, Azure

We don't expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:

  • ConnectWise
  • IT Glue
  • N-Able N-Central RMM

Skills and experience

  • Previous experience working in an MSP environment.
  • Minimum of 3 years of experience in IT support, with at least 1 year in a Level 2 support role.
  • Strong knowledge of Windows Operating Systems, as well as common software applications.

  • Strong knowledge of:

  • Microsoft 365

  • Windows Server
  • Active Directory and Group Policy
  • Entra ID & Intune

  • Understanding of networking concepts and troubleshooting of:

  • Firewalls & Routers

  • VPNs & vLANs
  • Proficiency in scripting languages such as PowerShell for task automation.
  • Familiarity with virtualization technologies such as VMware.
  • Experience with backup solutions and disaster recovery planning.
  • Knowledge of ITIL processes and best practices.

  • Certifications such as the below are a plus:

  • Azure Admin (AZ-104)

  • Network Engineer (AZ-700)
  • Windows Server Hybrid Admin (AZ-800)
  • Microsoft Certified Solutions Associate (MCSA)
  • Great customer service with an attitude of willing to please and succeed
  • Developed interpersonal, negotiation, written and verbal communication skills
  • Strong organisational skills and attention to detail
  • Be an independent person who thrives in a multi-tasking environment

  • Willingness to be hands-on and perform tasks of all levels of complexity

  • Current driver's licence.

What we offer

  • Friendly, rewarding environment
  • Fantastic work culture + supportive management + great work/life balance
  • Endless opportunities to grow and learn
  • Working with Mid-Market and Enterprise Network Technologies
  • Immediate start available