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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