IT Support Engineer, Level 2 (onsite/WFH)- Lyra Technology 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

Lyra Technology Group is looking for an IT Support Engineer, Level 2 to join their team in Melbourne, Victoria .

This role will involve working independently onsite as the sole technical resource, so strong technical judgement, communication skills and the ability to confidently represent the business with customers are essential.

The successful candidate will work closely with customers across multiple sites, with the majority of the role performed remotely and typically 1 day per week onsite, increasing to 2 days where required by client needs.

Responsibilities

- Own and resolve Level 2 technical issues from initial escalation through to successful resolution.




- Act as a senior technical escalation point and a go-to resource for complex technical issues.
- Provide hands-on technical support across customer environments, including hardware, networking, infrastructure and Microsoft technologies.
- Troubleshoot and configure network equipment, systems and hardware as required.
- Support hardware-related relocations, installations and configuration activities across customer sites.
- Travel between multiple client sites as required, with travel costs reimbursed based on kilometres travelled.
- Lead customer communication and provide clear, professional updates throughout complex technical issues.
- Proactively identify recurring issues, technical risks and opportunities to improve customer environments.
- Maintain robust ticket ownership, documentation and communication throughout all work.
- Work closely with Team Leaders and the Service Delivery Manager to maintain service quality and customer commitments.
- Support knowledge sharing and provide technical guidance to other members of the team.
- Contribute to documentation, process improvements and the ongoing development of service delivery practices.
- Participate in projects and work collaboratively

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