About the Company
We are an established IT Managed Service Provider (MSP) supporting businesses across the Geelong, Surf Coast and Ballarat regions. We deliver proactive IT support, cloud solutions, and cybersecurity services, with a strong focus on service quality, accountability, and long-term client relationships.
Due to continued growth, we are seeking an experienced Level 2 IT Support Engineer to join our service desk team.
About the Role
This is a hands-on Level 2 MSP support role, working across multiple client environments. You will handle escalated tickets, perform advanced troubleshooting, and provide remote and onsite support as required.
This role is not suitable for internal IT or entry level candidates — previous MSP experience is essential.
Key Responsibilities
* Provide Level 2 technical support to managed service clients
* Resolve escalated incidents and service requests from Level 1
* Advanced troubleshooting across:
* Microsoft 365 (Exchange, SharePoint, Entra ID, InTune)
* Windows 10/11 and Windows Server
* Networking (DNS, DHCP, LAN/WAN, firewalls)
* Perform onsite client support across the Geelong / Surf Coast region
* Work within SLAs and ticket prioritisation frameworks
* Escalate to Level 3 when required with clear documentation
* Assist with minor projects, upgrades, and client onboarding
* Maintain accurate ticket notes and technical documentation
Essential Requirements (Please Read Carefully)
Proven experience working in an IT Managed Services Provider (MSP)
Minimum 2+ years in a Level 2 IT Support role
Strong Microsoft 365 and Windows support experience
Solid networking fundamentals
Experience with ticketing systems and RMM tools
Strong troubleshooting and customer service skills
Must be local to the Geelong / Surf Coast region
Valid Australian driver's licence required
Able to attend onsite client visits as required
Applications that do not meet the above requirements will not be considered.
Desirable (Not Essential)
* Understanding of common security practices, including multi MFA, basic vulnerability management, and backup solutions
* Experience assisting with projects or migrations
* Industry certifications (Microsoft, CompTIA, etc.)
* Experience with the Essential 8 framework
What's On Offer
* Competitive salary based on experience
* Stable, long-term role in an established local MSP
* Ongoing training and professional development
* Supportive team environment with clear escalation paths
* Varied work across multiple client environments