Trusted Tech Advisors (TTA) provides outsourced IT, cybersecurity and cloud support to small and medium businesses across Australia. We support a broad mix of technologies including Microsoft 365, Windows, networking, backup, cybersecurity, cloud services and business applications.
The Level 2 Technical Support Engineer is responsible for owning and resolving more complex technical issues, supporting escalated tickets from Level 1, performing project and onsite work, and helping improve the overall efficiency and maturity of the support function.
Role Description
The Level 2 role exists to take pressure off senior technical leadership by owning day‐to‐day technical delivery. This is a casual role approx 15-25 hours/week with potential to transition to part time or full time.
Location is flexible with availability required during business hours in Brisbane and physically located in Brisbane is desirable for occasional on‐site support but not required.
This person should be capable of independently diagnosing and resolving most client issues without needing constant guidance. They should be comfortable working directly with clients, documenting solutions, improving systems and stepping into project work where required.
Key Responsibilities
Technical Support
* Resolve escalated support tickets from Level 1
* Troubleshoot and support:
o Microsoft 365
o Windows 10/11 and Windows Server
o SharePoint and OneDrive
o Printers, hardware and peripherals
o Routers, switches, Wi‐Fi and internet connectivity
o Backup systems and cybersecurity tools
o Line‐of‐business software and integrations
* Perform advanced troubleshooting of:
o Login/authentication issues
o Device performance issues
o Network and connectivity faults
o VPN and remote access
o Endpoint protection and backup failures
Client Communication
* Communicate clearly and professionally with clients
* Keep clients updated throughout ticket resolution
* Explain technical issues in plain English
* Escalate only when necessary, with clear notes and context
Onsite Support
* Attend client sites when required for:
o New computer setups
o Hardware replacements
o Network and Wi‐Fi troubleshooting
o Office moves and onsite installations
o Coordinate subcontractors or field technicians where needed
Project Work
* Assist with implementation projects such as:
o Microsoft 365 migrations
o Intune and Autopilot rollouts
o Cybersecurity improvements
o Server and network upgrades
o Follow project plans and document work completed
Documentation & Process Improvement
* Maintain detailed ticket notes and documentation
* Create and update internal SOPs and client documentation
* Identify recurring issues and recommend permanent fixes
* Help build automation, standardisation and knowledge base content
Skills & Experience Required
* 3+ years in MSP or IT support environment
* Strong troubleshooting skills across Microsoft 365 and Windows
* Experience with:
o Microsoft 365
o Windows 11
* Basic networking (routers, switches, Wi‐Fi, DNS, DHCP)
* Remote support tools and PSA/ticketing systems
* Strong written and verbal communication
* Ability to work independently and manage competing priorities
* High attention to detail and good documentation habits
* MSP experience
* Experience with:
o SuperOps
* Experience with scripting or automation (PowerShell preferred)
* Australian driver's licence and ability to travel occasionally to client sites
* Relevant certifications such as:
o Microsoft Certified
o Microsoft Modern Desktop Administrator
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