Level 2 Modern Work and Desktop Support Engineer

About Austin Technology

Perth MSP. Small, dynamic team of 20. We support more than 130 small and medium businesses across Australia.

The role

Own the service desk queue and deliver great customer service. Split your time between Level 2 BAU support and small projects. You will support Microsoft 365 and Windows environments, manage endpoints, keep networks stable, and produce clear handovers.

What you will do

Take ownership of tickets and calls from intake to resolution

Support Microsoft 365 including SharePoint, Teams, Exchange Online and OneDrive

Troubleshoot Windows devices, user access and applications

Administer Active Directory, identity, MFA and basic server tasks

Restore files and verify backups using our backup platform

Resolve common SMB networking issues for DHCP, DNS, VLANs, WiFi and VPNs

Triage email and security alerts and follow runbooks

Document fixes, create simple guides and meet SLAs

Communicate clearly with clients and the team

About you

Minimum three years in a Level 2 service desk or systems role, ideally in an MSP

Confident with Microsoft 365 admin and SharePoint permissions

Strong Windows 10 and 11 support and basic server administration

Sound knowledge of DHCP, DNS, VLANs, WiFi and site VPNs

Solid grasp of email flow, MFA prompts and access issues

Clear written and verbal communication and a calm phone manner

Good time and priority management in a busy queue

Nice to have

Experience with Azure administration and identity

Basic scripting in PowerShell to speed up common tasks

Experience with any RMM and PSA tools

Exposure to backup and recovery testing

Understanding of Essential Eight style hardening

Ability to create simple diagrams and handover runbooks

A current drivers licence for occasional onsite visits

Why join us

Variety across Modern Work, desktop, server and networking

Mix of BAU and projects with visible client impact

Tight knit team that values clear communication and ownership

Opportunities to grow into projects and mentoring