Service Desk Engineer, Level 2 - CT Group
Lyra Technology Group
is aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful. As a platform of
EvergreenServicesGroup, 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.
About the Position
One of our Operating Companies,
CT Group
, is looking for an experienced and motivated
Level 2 Service Desk Engineer
to join their growing team in
Melbourne
.
This is a full-time, hybrid role based inMelbourne CBD, providing a mix of remote support to clients Australia-wide and occasional onsite support to Melbourne-based clients.
You will work across a diverse range of professional services clients and technologies, ensuring no two days are the same. You will be part of a collaborative pod structure alongside L1, L2 and L3 engineers, with plenty of opportunity to develop your technical skills and progress your career.
Responsibilities
Deliver exceptional customer service and technical support across a variety of client environments
Provide L2 support across servers, workstations, applications and Microsoft 365 environments
Troubleshoot and support Microsoft 365, Azure, Entra, Intune, Active Directory and RDS
Liaise with users, suppliers and software and hardware vendors to achieve optimal outcomes for clients
Take end-to-end ownership of support requests and provide regular updates through to resolution




Accurately document all actions and resolutions within the ticketing system
Maintain and contribute to client documentation and knowledge base articles
Provide technical mentorship to L1 engineers and take escalations as required
Escalate complex issues to senior engineers and team leaders when appropriate
Provide occasional onsite support to Melbourne-based clients
Skills Required
Minimum2 years' experience in a similar L2 IT Support role
PreviousMSP experience highly desirable
Strong experience with:Microsoft 365Azure / EntraIntuneMicrosoft Windows Server and desktop operating systemsActive DirectoryRemote Desktop Services (RDS)
Experience with VoIP telephony;3CX experience desirable
Strong verbal and written communication skills
A professional, customer-centric approach
Excellent time management and organisational skills
Ability to work effectively under pressure and in time-critical situations
CurrentC Class driver's licence and own vehicle
Networking and firewall experience, particularlyWatchGuard, is desirable
Hypervisor experience withVMware, Hyper-V or Proxmoxis desirable
Hybrid working arrangements, including2 days WFH after probation
Fully funded professional certifications and exams, including Microsoft, WatchGuard, 3CX and more
Genuine career progression, with opportunities to move intoL3, management, security or projects, depending on your interests
Supportive and collaborative team setting with mentorship from senior engineers
Regular team lunches, offsites and quarterly team events
A high-performing team culture whereattitude, initiative and effort are recognised and rewarded
#J-*****-Ljbffr

📌 Service Desk Engineer, Level 2 - Ct Group (Melbourne)
🏢 Lyra Technology Group
📍 Melbourne