Job Description
At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia's largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large,enterpriseand government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.
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Whyyou'll love working at ENTAG
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About us
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At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia's largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large,enterpriseand government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.
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Whyyou'll love working at ENTAG
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Flexible ways of working–designed to support balance with hybrid and WFH options
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Reward & recognition that matters–with award events, milestone recognition, and celebrating everyday wins
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Grow your career– supported by structured pathways and our dedicated learning platform
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Extra time for what matters– including your birthday off, service recognition leave, and theoptionstopurchaseadditionalannual leave
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Vibrant team culture–social events, team connection opportunities, and our popular ENTAG Move Club
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Wellbeing support– access our Employee Assistance Program whenever you need it
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Referral rewards– earn incentives through our Employee Referral Program
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About the opportunity
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As a Level 2 ICT Support Engineer, you'll play a key role in delivering exceptional technical support across a diverse technology environment. Working within our Managed Services team, you'll investigate and resolve complex technical issues escalated from Level 1 Support, providing solutions across hardware, software, networking,



cloud technologies, and Microsoft 365 environments.
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Beyond technical troubleshooting, you'll contribute to continuous improvement by maintaining accurate documentation, enhancing processes and procedures, and helping build team capability. You'll act as a mentor to Level 1 Support Engineers, providing guidance, coaching and knowledge sharing, while also assisting with service delivery by managing Level 1 tickets during peak periods when needed.
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This is an excellent opportunity for a technically capable and customer-focused professional who enjoys solving problems, collaborating with others, and making a meaningful impact on both team performance and client outcomes.
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This is a full-time, permanent opportunity based in Brisbane, the Sunshine Coast, or Melbourne.
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What you will do (but not limited to)
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Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues.
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Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime.
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Take ownership of escalations from L1 Support and engage L3 Engineers where required.
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Deliver exceptional customer service through proactive communication and regular updates.
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Monitor customer environments, identifying and addressing issues before they impact operations.
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Maintain accurate ticket notes, documentation and knowledge base articles.
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Support and mentor Level 1 Engineers through coaching and knowledge sharing.
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Assist with project deployments, technology rollouts and service improvements.
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Meet team objectives, including SLAs, utilisation targets and time recording requirements.
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Demonstrate behaviours aligned with Entag's values of Care, Partner, Empower and Elevate.
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Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required.
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What we're looking for
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Solid technical knowledge across Windows, macOS, networking, server infrastructure and business applications.
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Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues.
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Excellent communication skills, with the ability to translate technical information into clear, user-friendly language.
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A customer-first mindset, focused on delivering exceptional service and building trusted relationships.
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A collaborative team player who enjoys sharing knowledge and working across teams.
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The ability to prioritise competing tasks and adapt in a fast-paced environment.
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Strong attention to detail, with a commitment to accurate documentation and quality outcomes.
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Experience coaching, supporting and upskilling team members is highly regarded.
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Education and experience you'll bring
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A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable).
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Industry certifications in technologies such as Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, Intune or related platforms, or a willingness to work towards certification as part of a structured learning pathway.
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3+ years' experience in a technical support, service desk or help desk role, including experience operating at a Level 2 support level, ideally within a Managed Services environment.
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Hands-on experience supporting and administering Microsoft 365 environments.
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Demonstrated experience across network, infrastructure and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure IaaS, Microsoft 365, Microsoft Teams and Intune.
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A passion for continuous learning and staying current with emerging technologies and industry best practices.
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#J-*****-Ljbffr

📌 Ict Support Engineer (South Australia)
🏢 Entag
📍 South Australia