Level 2 Support Engineer | Managed Services Provider (MSP)

Join a growing MSP delivering exceptional IT solutions and customer service

Our client, a well-established Managed Services Provider (MSP), is seeking a customer-focused IT professional to provide high-quality support across modern Microsoft, networking, infrastructure and communications environments.

This is an excellent opportunity for someone who thrives in a fast-paced MSP workplace, enjoys solving complex technical issues, and is passionate about delivering outstanding customer experiences.

Your new role

As a Level 2 Support Engineer, you will act as a key escalation point within the support team, providing both remote and on-site technical support to a diverse client base. You'll work across a broad technology stack while mentoring junior staff and assisting with infrastructure projects, deployments and migrations.

Key responsibilities

- Resolve and manage escalated helpdesk tickets
- Provide remote and on-site IT and communications support
- Deliver exceptional customer support via phone, email and face-to-face interactions
- Configure, deploy and support desktops, laptops and peripheral devices
- Monitor and maintain backup systems and monitoring dashboards
- Document client environments, procedures and technical solutions
- Assist with site installations, hardware deployments and office relocations
- Support server, virtualization and cloud infrastructure environments
- Assist with technology projects including migrations, upgrades and new deployments
- Participate in after-hours support and on-call roster requirements
- Maintain accurate time entries, ticket notes and technical documentation




- Train and mentor junior support team members

What you'll need to succeed

Technical experience

- Proven experience working in a Level 2 Support role within an MSP environment
- Strong knowledge of the Microsoft 365 ecosystem
- Network appliances (switch, routers, Access Points, Firewalls, etc)
- Servers and Virtualization (build, deploy, manage and troubleshoot)
- Telephony/Soft Phones (3CX and Teams calling)
- Exchange Online
- SharePoint Online
- Teams
- Entra ID / Azure AD
- Intune
- Security and Compliance technologies
- Experience supporting networking technologies including: Strong understanding of Windows Server environments
- Experience with virtualization technologies such as VMware or Hyper-V
- Knowledge of backup and disaster recovery solutions
- Experience supporting telephony solutions including:

Personal attributes

We are looking for more than just technical expertise.

The ideal candidate will possess:

- Excellent communication and stakeholder management skills
- High emotional intelligence (EQ) and customer empathy
- Strong troubleshooting and analytical abilities
- A proactive and solutions-focused approach
- Ability to prioritise effectively in a busy MSP environment
- A genuine passion for helping customers and colleagues
- Experience coaching and supporting junior team members

What's on offer

- Opportunity to work across diverse technologies and client environments
- Exposure to cloud, infrastructure, networking and communications projects
- Career progression within a growing MSP
- Collaborative and supportive team culture
- Ongoing training and career development
- Competitive salary package

📌 IT Support Level 2 (Perth)
🏢 Hays
📍 Perth