Level 2 ICT Engineer

2 weeks ago

Melbourne, Victoria, Australia Brain Box Full time $80,000 - $120,000 per year

Are you an experienced MSP engineer who thrives on solving problems, supporting clients, and lifting service quality? Do you enjoy mentoring juniors and working in a hybrid setup with a mix of client site, office, and WFH days?

Our client, a fast-growing IT services company, is expanding the team on the East Coast and investing in a Level 2 ICT Engineer to deliver consistent, measurable support and keep clients delighted.

About the Role

As a Level 2 Engineer, you'll own incidents and changes across Microsoft 365, Azure AD, Intune, Windows desktop/server, and networking basics. Using Halo PSA, you'll manage tickets end-to-end, keep SLAs on track, and document cleanly for the team.

This is a hands-on role with plenty of client interaction and collaboration with a junior engineer you'll help coach. MSP track record is highly valued, especially if you've worked across retail or hospitality environments.

What You'll Do

  • Manage Level 2 tickets end-to-end in Halo PSA (triage, diagnose, resolve, document, close).
  • Troubleshoot Windows desktop/server, printing, VLANs, DNS/DHCP, and endpoint issues.
  • Administer Microsoft 365/Azure AD, Intune policies, and joiners/movers/leavers.
  • Produce clear notes, RCAs, and knowledge articles to uplift first-time-fix.
  • Mentor a existing junior engineer to raise team capability.

What You'll Bring

  • 3–6+ years in an MSP or multi-client support environment.
  • Strong L2 skills in Microsoft 365, Azure AD, Intune, and Windows desktop/server.
  • Familiarity with Halo PSA (or similar) workflows, SLAs, and ticket hygiene.
  • Calm communicator with a service-first mindset and a habit for documentation.
  • Bonus: retail/hospitality sector exposure will be well regarded.

Why Join?

  • $80,000 + super (with room to move for standout MSP talent).
  • Hybrid flexibility: client site, office, and WFH balance.
  • Clear success measures (CSAT, SLA, FTF) – make a real impact.
  • Career progression toward L3/consulting.
  • Supportive leadership and mentoring opportunities.

Note: Please do not call the switchboard number or send an email regarding this position.  This advertisement provides all relevant information, and candidates who canvass directly will be excluded from consideration.

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