- Initial contract until 30th June 2027

- 3 days WFH, 2 days in the Mount Gravatt based office

We are currently searching for a level 2 Support Engineer to provide technical expertise, advice, and guidance on systems and applications, including system configuration, policy creation, and technical improvements. The role provides high-quality service by resolving issues through triage, problem-solving, and acting as the first point of contact for incidents and queries related to staff email, calendars, and contacts. This position reports to the M365 Service Desk Team Leader

Duties of the role:

- Provide Tier 2 support for Microsoft 365 email, calendar and contact services, ensuring prompt resolution of incidents and requests.

- Implement ITIL practices for incident, problem, and change management to maintain secure and continuously available services.

- Configure and maintain Exchange and related systems including changes to policies, patches, upgrades and any user-acceptance testing.

- Analyse user workflows and current setups, document requirements and translate them into clear technical solutions.

- Develop and update technical documents, knowledge articles and training guides to standardise support.

- Manage organisation email signatures to ensure staff email signature templates are skilled and up to date with business needs.





- Monitor system performance and drive continual improvement, using automation where possible to boost stability and efficiency.

- Coordinate with external suppliers and Microsoft support to resolve complex cloud and infrastructure issues.

- Communicate effectively with technical and non-technical stakeholders, building strong working relationships.

Skills and experience:

- Demonstrated ability to provide expert technical support for Microsoft 365 email (Outlook/Exchange Online), handling escalations, eDiscovery, email signatures, and archiving.

- Ability to analyse business and technical needs, run ITIL-aligned change processes, and uphold data, records, and compliance standards.

- Well-developed communication and interpersonal skills including the ability to translate customer requirements into practical technical solutions and high-quality support.

- Effectively contribute to continuous improvements by embracing new technologies and changes in practices to enhance service quality.

- Strong problem-solving and collaboration skills, negotiating outcomes with clients, peers, and management.

Interested candidates that meet the required skillset of the role are encouraged to apply via the link with an updated resume. Reference DOHA 114343

📌 Level 2 Support Engineer (Brisbane)
🏢 Data#3
📍 Brisbane