SUMMARY
This Level 2 Support Engineer role at Wolfe Systems is a career-building opportunity for someone who genuinely cares about technology, customer outcomes, and personal growth.
As Wolfe Systems enters the next chapter of its growth, we are looking for passionate, capable engineers who want to be part of something long-term — people who want to learn, contribute, and grow with the business, not just clock hours.
This role sits at the heart of our service delivery function. You will work closely with customers, Level 3 engineers, and service leadership to deliver reliable, high-quality support across modern Microsoft environments. You'll take ownership of issues, develop strong technical depth, and build the foundations required to progress into senior engineering or service leadership roles.
If you enjoy solving problems, improving systems, learning continuously, and being part of a team that genuinely values excellence, accountability, and initiative — this role is designed for you.
PRIMARY RESPONSIBILITIES
* Address and resolve Level 2 support tickets across customer environments, following defined processes for documentation, tracking, and escalation.
* Provide high-quality remote (and occasional on-site) support, demonstrating strong troubleshooting skills and clear customer communication.
* Take ownership of incidents through to resolution or escalation, ensuring customers are kept informed and supported throughout.
* Support and administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, Entra ID (Azure AD), and Intune.
* Perform user onboarding, offboarding, and access changes in line with security and operational standards.
* Monitor alerts, dashboards, and RMM tools to proactively identify and respond to incidents.
* Conduct basic network and server troubleshooting, escalating complex issues to Level 3 engineers where required.
* Contribute to internal documentation, knowledge bases, and standard operating procedures to support consistent service delivery.
* Participate in after-hours and on-call escalation arrangements as required.
Customer Service
* Maintain a positive, customer-first mindset focused on delivering a consistently high standard of service.
* Represent Wolfe Systems professionally in all customer interactions, embodying our values of Excellence, Immediacy, Transparency, Proactivity, and Value.
* Build strong working relationships with customers by being reliable, communicative, and accountable.
* Provide clear, practical advice on supported technologies, ensuring customers feel confident and informed.
DEMONSTRATED SKILLSET
* Hands-on experience supporting Microsoft 365 environments (Exchange Online, Teams, SharePoint, device compliance).
* Working knowledge of Entra ID (Azure AD), Intune, and modern endpoint management.
* Experience with PSA and ticketing systems (e.g. Halo, ConnectWise, Autotask).
* Familiarity with RMM tools and alert-driven support environments.
* Solid understanding of Windows desktop and basic server environments.
* Strong ability to manage and prioritise multiple tickets while meeting SLAs.
* Clear written and verbal communication skills, particularly with non-technical users.
* Strong documentation habits and a collaborative approach to knowledge sharing.
* A proactive mindset with a genuine desire to learn, improve, and take ownership.
* The position will often entail ad-hoc travel to customer sites within the Perth Metro area, and more infrequently throughout regional WA, sometimes overnight or a weekend. Please consider your ability and/or willingness to undertake this requirement before applying.
What we are looking for
* A person who takes pride in their work and genuinely cares about customer outcomes.
* An engineer who asks questions, seeks feedback, researches, and wants to grow technically and professionally.
* Someone who aligns with Wolfe Systems' values and wants to be part of the journey as we scale.
Desirable / Highly Regarded
* 2+ years' experience in an IT support or MSP environment
* Certificate IV or higher qualification in Information Technology
* Microsoft 365, SharePoint, Teams, and document management experience
* Microsoft certifications
* Experience with Halo PSA
* Experience with modern endpoint management and RMM tools
* Exposure to ITIL-aligned service delivery practices
To apply for this role, please provide the following:
* Resume or CV
* Provide a cover letter highlighting your strengths and experience that can be applied to the essential requirements of the position.
Shortlisted applicants will be contacted via phone.
Should more clarity be required around any of the outlined points, we will welcome an in-depth discussion at the initial interview stage.