The Company

There is a point in an IT support career where following somebody else's troubleshooting guide stops being enough. You know enough to work out why something has broken, you are comfortable moving between Microsoft, networking and infrastructure, and when a ticket lands in your queue you would rather own it than find somewhere else to send it.

That is roughly where this business needs you.

Our client operates a Managed Services environment supporting customers across a broad range of technologies. The support structure runs from Level 1 through to Level 3 and specialist engineering resources, with Level 2 sitting in the middle: technical enough to take on the harder problems, but still close enough to customers to understand what those problems are actually stopping them from doing.

They are not looking for somebody who has spent years specialising in one corner of IT. They need an MSP all-rounder who is comfortable moving between Microsoft 365, networking, infrastructure, endpoint management and general troubleshooting across multiple customer environments.

The Role

Working within the ICT Managed Services team and reporting to the Managed Services Team Lead, the Level 2 ICT Support Engineer takes ownership of complex issues and tickets that cannot be resolved at Level 1.

Some will be Microsoft 365 problems. Others might involve hardware, software, networking or broader infrastructure. The common thread is that you are expected to troubleshoot properly, communicate with the customer and see the issue through, escalating to Level 3 or the appropriate technical team when required.

It is a hands-on support role and deliberately so. Alongside escalated tickets, you will monitor customer systems, assist with deployments, maintain technical documentation and help Level 1 Engineers develop their own troubleshooting capability.

Duties will include, but not be limited to:

- Providing second-line support for complex hardware, software and network issues
- Taking ownership of escalated issues from Level 1 and escalating to Level 3 or relevant technical teams when required
- Diagnosing and resolving technical problems while minimising disruption to customers
- Supporting and administering Microsoft 365 tenants
- Working across networking, infrastructure and endpoint technologies
- Communicating proactively with customers throughout the resolution of technical issues
- Monitoring customer systems and networks to identify potential issues




- Assisting with project deployments and technical delivery
- Maintaining accurate ticket notes, resolutions and follow-up actions
- Contributing technical documentation and solutions to the knowledge base
- Providing guidance, training and support to Level 1 Engineers
- Working towards contracted SLAs and maintaining accurate time and utilisation records
- Contributing to improvements across Managed Services processes and ways of working

These responsibilities reflect the Level 2 accountabilities set out in the position description.

About You

You are probably the person people already come to when the obvious fix has not worked.

You are not limited to Microsoft 365, and support is not a small part of a broader Systems Engineer position. You genuinely enjoy troubleshooting and have enough breadth to move between different technologies and customer environments without every unfamiliar issue immediately becoming somebody else's problem.

An MSP or Managed Services background is important here. You understand what it means to have different customers, different environments and multiple tickets competing for your attention. You can investigate an issue properly, document what you have done, keep the customer informed and recognise when something genuinely needs to move further up the escalation path.

Technical capability matters, but so does the way you deal with people. Customers need somebody who can understand the problem, explain what is happening without hiding behind technical language and remain calm when the issue matters to the person on the other end.

Skills & Experience

To be effective in this Level 2 ICT Support Engineer role, you will likely bring:

- 3+ years' experience in technical support or helpdesk environments
- At least one year operating in a Level 2 support capacity
- Experience within an MSP or Managed Services environment
- Experience supporting and administering Microsoft 365 tenants
- Good working knowledge of Windows and Mac operating systems
- Solid networking knowledge and troubleshooting capability




- Experience with server administration and broader infrastructure support
- Exposure across network and infrastructure technologies such as Fortinet, Meraki and Azure IaaS, or Microsoft Modern Workplace technologies including Microsoft 365, Microsoft Teams, TIPT and Microsoft Intune
- Strong troubleshooting skills across hardware, software and network issues
- The ability to communicate technical concepts clearly to non-technical customers
- Strong customer service, documentation and attention to detail
- The ability to manage changing priorities and multiple technical issues at once
- The confidence to guide and support more junior engineers

A relevant IT qualification is highly regarded, as are intermediate certifications across the relevant Network & Infrastructure or Microsoft Modern Workplace technologies.

What's on Offer
The attraction here is the breadth.

Rather than being boxed into one technology, you will work across Microsoft 365, networking, infrastructure, endpoints, hardware and software while supporting multiple customer environments. There is a defined escalation structure around you, with Level 1, Level 3, practice engineers and other technical teams working together to resolve customer issues.

- $85,000 – $95,000 base + super, depending on experience
- Brisbane-based, full-time opportunity
- Genuine Level 2 responsibility for complex and escalated technical issues
- Broad exposure across Microsoft 365, networking, infrastructure and endpoint technologies
- Work across multiple customer environments rather than specialising in a single technology area
- Collaboration with Level 1, Level 3 and specialist engineering resources
- Exposure to project deployments alongside day-to-day Managed Services support
- The opportunity to support and mentor Level 1 Engineers while continuing to develop your own technical capability

The business is also open to speaking with strong Level 1 or Level 1.5 Engineers who have the right technical foundation, aptitude and customer service mindset, with salary expectations closer to $70,000 base + super.

Apply Now

If you are an MSP support engineer who likes being the person who actually works out what is wrong, and you want a Level 2 role broad enough that Microsoft 365 is only one part of your day, apply today.

Click Apply Now to submit your application or contact Will Gordon at P&C; Partners for a confidential discussion.

📌 Level 2 ICT Support Engineer (Brisbane)
🏢 P and C Partners
📍 Brisbane