Intello IT is seeking an experienced IT Support Engineer Level 2 to join our dynamic support team. This is a full-time position based in Sydney Olympic Park NSW 2127. As an IT Support Engineer Level 2, you will be responsible for providing advanced technical support and resolving complex IT issues for our clients and internal stakeholders. This role is critical to maintaining our service delivery excellence and ensuring minimal downtime across our IT infrastructure. You will take ownership of challenging technical problems and contribute to the continuous improvement of our support processes.

Key responsibilities

Provide technical support and troubleshooting for hardware, software, and network issues, escalating only when necessary

Diagnose and resolve IT problems that exceed Level 1 support capabilities, using technical expertise and problem‑solving skills

Document all support tickets thoroughly, including detailed troubleshooting steps and resolutions to build a comprehensive knowledge base

Manage and prioritise multiple support requests efficiently while maintaining high‑quality service standards

Assist in the deployment and configuration of new hardware and software across the organisation

Provide guidance and mentoring to Level 1 support staff, helping to develop their technical capabilities

Participate in incident management and contribute to the resolution of critical system outages

Maintain and update IT documentation, including network diagrams, system configurations, and support procedures

Proactively identify opportunities to improve IT infrastructure, support processes, and user experience





Respond to support requests within agreed service level agreements and communicate progress to stakeholders

What we’re looking for

2 years of hands-on IT support experience, with at least one year at a Level 2 or equivalent advanced support level

Strong knowledge of Windows and/or macOS operating systems, including advanced troubleshooting techniques

Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN technologies

Experience with active directory, user account management, and group policy administration

Proficiency with ticketing systems and IT service management tools

Excellent technical documentation and communication skills, with the ability to explain complex technical concepts to non-technical users

Problem‑solving mindset with strong analytical and diagnostic capabilities

Ability to work independently and as part of a team, with excellent time management skills

Relevant IT certifications such as CompTIA A+, Microsoft Certified Associate, or equivalent qualifications are highly desirable

Experience with cloud services (Microsoft 365, Azure) is advantageous

Customer service orientation with a commitment to delivering high-quality support

What we offer

- At Intello IT, we invest in our people and their professional development.




- We offer competitive remuneration packages that reflect your skills and experience.
- Our workplace culture prioritises work-life balance, and we provide versatile working arrangements where possible to support your wellbeing.
- We are committed to continuous learning and professional growth, offering opportunities for training, certifications, and career advancement within our organisation.
- Additionally, we provide a supportive work environment with modern facilities, comprehensive IT resources, and a collaborative team atmosphere where your contributions are valued and recognised.
- We encourage applications from candidates of all backgrounds and are committed to fostering an inclusive workplace.
- If you require any adjustments or support during the recruitment process, please do not hesitate to contact us.

About us

Intello IT is a forward‑thinking information and communication technology company specialising in comprehensive IT support and managed services. We are dedicated to helping organisations optimise our IT infrastructure, enhance operational efficiency, and achieve our business objectives through innovative technology solutions. Our mission is to deliver exceptional IT support and services that empower our clients to focus on their core business activities. With a talented team of experienced IT professionals, we pride ourselves on our technical excellence, customer‑centric approach, and commitment to staying at the forefront of technology trends. We create a workplace where expertise is valued, teamwork is celebrated, and continuous improvement is encouraged.

#J-18808-Ljbffr

📌 IT Support Engineer Level 2 (Parramatta)
🏢 Intello IT
📍 Parramatta