Job Description

What You Will Do

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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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- Strong 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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Why Join Alliance Airlines?

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

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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)
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