We are hiring a strong Level 2 to own the service desk queue and lift the standard day to day. You will split your time between BAU support and small projects. You will take escalations from Level 1, drive issues to root cause, and leave clear notes so the next person can pick it up without starting again.
What you will do
* Take ownership of tickets and calls from intake to resolution
* Work the Level 2 queue and handle escalations in a calm, methodical way
* Support Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
* Troubleshoot Windows 10 and 11 devices, user access, printing, performance, and application issues
* Administer identity and access across Entra ID and Active Directory including MFA and Conditional Access tasks as assigned
* Manage endpoints through our tooling including patching, onboarding, and remediation of common alert noise
* Restore files and support backup checks and restore requests through our backup platform
* Resolve common SMB networking issues across DHCP, DNS, VLANs, WiFi, switching, firewall rules, and site VPNs
* Triage email and security alerts and follow runbooks, then escalate quickly when something looks suspicious
* Write strong ticket notes, update documentation, and create simple guides that reduce repeat tickets
* Communicate clearly with clients, set expectations, and keep the team updated
About you
* Minimum three years in a Level 2 service desk or systems role, ideally in an MSP
* Strong Microsoft 365 admin skills including SharePoint permissions
* Strong Windows support and practical troubleshooting habits
* Sound knowledge of DHCP, DNS, VLANs, WiFi and VPNs
* Solid grasp of identity, MFA prompts, and access issues
* Clear written and verbal communication with a calm phone manner
* Good time and priority management in a busy queue
* Australian work rights are required for this position
Nice to have
* Basic PowerShell to speed up repeat tasks
* Experience with any RMM and PSA tools
* Understanding of Essential Eight style hardening
* A current drivers licence for occasional onsite visits
Why join us
* Variety across Modern Work, desktop, server, and networking
* Mix of BAU and project work with visible client impact
* Tight knit team that values ownership, clear communication, and clean handovers
* Opportunities to grow into projects and mentoring
About Austin Technology
Austin Technology is a Perth based MSP. We are a small team and we support small and medium businesses across Australia.
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