Job Description

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

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Duties of the role:

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- Provide Tier 2 support for Microsoft 365 email, calendar and contact services, ensuring prompt resolution of incidents and requests.
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- Implement ITIL practices for incident, problem, and change management to maintain secure and continuously available services.
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- Configure and maintain Exchange and related systems including changes to policies, patches, upgrades and any user-acceptance testing.
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- Analyse user workflows and current setups, document requirements and translate them into clear technical solutions.
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- Develop and update technical documents, knowledge articles and training guides to standardise support.
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- Manage organisation email signatures to ensure staff email signature templates are professional and up to date with business needs.
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- Monitor system performance and drive continual improvement, using automation where possible to boost stability and efficiency.
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- Coordinate with external suppliers and Microsoft support to resolve complex cloud and infrastructure issues.
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- Communicate effectively with technical and non-technical stakeholders, building strong working relationships.
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Skills and experience:

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- Demonstrated ability to provide expert technical support for Microsoft 365 email (Outlook/Exchange Online), handling escalations, eDiscovery, email signatures, and archiving.
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- Ability to analyse business and technical needs, run ITIL-aligned change processes, and uphold data, records, and compliance standards.
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- Well-developed communication and interpersonal skills including the ability to translate customer requirements into practical technical solutions and high-quality support.
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- Effectively contribute to continuous improvements by embracing new technologies and changes in practices to enhance service quality.
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- Robust problem-solving and collaboration skills, negotiating outcomes with clients, peers, and management.
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📌 Level 2 Support Engineer (Queensland)
🏢 Data#3
📍 Queensland