What You Will Do

- Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues.
- Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime.
- Take ownership of escalations from L1 Support and engage L3 Engineers where required.
- Deliver exceptional customer service through proactive communication and regular updates.
- Monitor customer environments, identifying and addressing issues before they impact operations.
- Maintain accurate ticket notes, documentation and knowledge base articles.
- Support and mentor Level 1 Engineers through coaching and knowledge sharing.
- Assist with project deployments, technology rollouts and service improvements.
- Meet team objectives, including SLAs, utilisation targets and time recording requirements.
- Demonstrate behaviours aligned with Entag’s values of Care, Partner, Empower and Elevate.
- Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required.

What we’re looking for

- Strong technical knowledge across Windows, macOS, networking, server infrastructure and business applications.
- Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues.
- Excellent communication skills, with the ability to translate technical information into clear, user-friendly language.
- A customer-first mindset, focused on delivering exceptional service and building trusted relationships.
- A collaborative team player who enjoys sharing knowledge and working across teams.




- The ability to prioritise competing tasks and adapt in a fast-paced environment.
- Robust attention to detail, with a commitment to accurate documentation and quality outcomes.
- Experience coaching, supporting and upskilling team members is highly regarded.

Education and experience you’ll bring

- A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable).
- 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.
- 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.
- Hands-on experience supporting and administering Microsoft 365 environments.
- Demonstrated experience across network, infrastructure and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure IaaS, Microsoft 365, Microsoft Teams and Intune.
- A passion for continuous learning and staying current with emerging technologies and industry best practices.

Why Join Alliance Airlines?

- Alliance Airlines is an established leader in contract and charter aviation, operating in safety‑critical and complex environments across Australia.
- In addition to the scope and impact of the role, Alliance offers a range of benefits.

Does this sound like you?

If this role aligns with your experience and skills, we encourage you to apply.

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📌 Saas Tech Support Engineer - Hardware & Displays (Brisbane City)
🏢 PRA
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