Lyra Technology Group
is a
p
rivate
e
quity-backed holding company that invests and
operates
industry leading technology service businesses. Our companies are
operated
independently by exceptional management teams. Companies that join our group
retain
the employees, name, and culture that have made them successful. As a platform of
Evergreen
Services
Group
, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
We made our first acquisition at the beginning of ****. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients.
About The Position
One of our operating companies,
CT Group
, is looking for a Service Desk Engineer (L2) to join their team in the Perth.
As a Level 2 Service Desk Engineer, you will be providing advanced support across Microsoft 365, Windows Server, Azure AD and networking environments. You'll resolve escalated incidents, perform root cause analysis, and deliver high-quality service to MSP clients while contributing to infrastructure improvements and continuous service enhancement.
Responsibilities
Advanced Technical Support
Resolve escalated Level 2 incidents and service requests within SLA
Perform advanced troubleshooting across desktop, server, cloud, and network environments
Conduct root cause analysis and implement permanent fixes




Escalate complex issues to Level 3 with clear documentation
Microsoft & Infrastructure Administration
Support and administer Windows ***** and Windows Server environments
Manage Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
Support Azure AD / Entra ID identity and access management
Troubleshoot networking components (firewalls, VPNs, switches, Wi-Fi)
Maintain endpoint security, patching, and backup solutions
Client Communication & Service Delivery
Provide high-quality customer support to MSP clients
Communicate clearly on issue status, resolution, and prevention
Participate in remote and occasional on-site support
Documentation & Continuous Improvement
Maintain accurate ticket notes and technical documentation
Contribute to knowledge base and SOP updates
Identify recurring issues and recommend service improvements
Assist with infrastructure upgrades and change management
Skills required
Minimum of 2 years in a similar role, preferably in an MSP setting
Experience with Office 365 / Azure / Entra / Intune
Exposure to security related software and processes (AV, EDR, MDR, ITDR etc), VOIP Telephony (3CX preferred)
Experience using ticketing systems
Excellent time management and customer-centric approach
Full drivers license and car
Strong customer service and communication skills
Ability to manage multiple priorities across different client environments
Calm and methodical approach to problem-solving
Ability to travel to site visits if required
Benefits
Work from home up to 2 days per week
Fully funded certifications
Yearly Christmas event in Bali
Great progression opportunities

📌 Service Desk EngineerCt Group (Perth)
🏢 Lyra Technology Group
📍 Perth