Company DescriptionEscape IT Pty Ltd is an Adelaide-based IT service provider focused on flexible, customised support for small to medium-sized businesses. The company originated as two boutique IT firms, Escape IT (founded in 2003) and Sotek Information Systems (founded in 2002), which merged in 2011 and now trade under the Escape IT banner.

Escape IT has maintained steady growth while delivering tailored IT programs that match each client’s specific operational needs. The team prides itself on reliable service, long-term partnerships and high-quality technical support for businesses across diverse industries.

Role DescriptionThe IT Support Engineer (Level 2) is a full-time hybrid role based in Mile End, SA, with some work-from-home flexibility. You’ll handle escalated technical issues, provide remote and on-site support, and see incidents and service requests through to a timely resolution.

Day-to-day you will:

- Diagnose and troubleshoot hardware, software and network problems across multiple client environments.
- Perform system administration across workstations, servers and Microsoft 365, including user accounts, licensing, Entra ID and Intune.
- Design, build and support SharePoint Online sites, libraries and permissions, and migrate file servers and other storage into SharePoint.
- Help clients adopt AI safely, including Microsoft 365 Copilot readiness and rollout, permission and data-exposure reviews, AI usage controls and blocking unapproved AI tools.
- Support end users by phone, email, remote session and on site, and manage tickets through HaloPSA.
- Assist with backups, patching, endpoint security and security updates.
- Document procedures and solutions so the next engineer can pick up where you left off.




- Work with Level 1 support and the wider team, and take part in projects such as client onboarding, tenancy and SharePoint migrations, and network changes.

You’ll keep a professional, customer-focused approach throughout.

What you'll bring• At least 3 years in IT support, with 2+ years at Level 2 in an MSP or multi-client environment.

- Solid Microsoft 365 administration: Exchange Online, Teams, licensing and the admin centres.
- Hands-on SharePoint Online experience: site and library design, permissions and external sharing, and at least one file-server-to-SharePoint migration you've done yourself.
- Practical experience with AI tools in a business setting – Microsoft 365 Copilot, ChatGPT, Claude or similar – including deploying or supporting them for users and understanding the data and security risks.
- Working knowledge of Entra ID, Intune / Autopilot and Active Directory.
- Windows 10/11 and Windows Server support, including file permissions and basic server troubleshooting.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, firewalls and Wi-Fi.
- Experience with a PSA / ticketing system and RMM tools (HaloPSA, ConnectWise, Autotask, Syncro, NinjaOne or similar).
- Clear, friendly communication – you can explain a fix to a non-technical business owner and write a ticket note the next engineer can follow.




- The judgement to work through a busy queue on your own, prioritise properly and know when to escalate.
- A current driver's licence and your own reliable vehicle for client visits.
- Full Australian working rights.

Nice to have• Microsoft certifications (MS-900, MD-102, MS-102, AZ-900, AB-730 or similar).
- Microsoft Purview – sensitivity labels, DLP and access reviews for Copilot readiness.
- Automation with Power Automate, n8n or AI APIs, and basic PowerShell scripting.
- 3CX or other hosted VoIP experience.
- UniFi and FortiGate (or WatchGuard / Palo Alto) firewall experience.
- Endpoint security tools such as SentinelOne, Defender for Business or ThreatLocker.
- Backup platforms – Cove, Backup Exec, Synology / NAS, Microsoft 365 backup.
- Mac and Google Workspace support.
- Exposure to Essential Eight, SMB1001 or ISO 27001 work.

What's in it for you• Variety: around 100 different client environments, so you'll never be bored and you'll learn fast.
- A modern toolset – HaloPSA, NinjaOne, Microsoft 365 partner tooling – and the freedom to suggest better ways of doing things.
- A small, senior team where your work is seen and your ideas get used.
- Paid Microsoft certifications and a clear path into senior engineer and project work.

How to applyApply through Seek with your resume and a short cover note. Tell us about one ticket or project you're proud of – what was wrong, what you did and how you explained it to the client.

Please include your salary expectations (base plus super) and your notice period in your cover note.

Shortlisted applicants will have a technical conversation with our team. References and a police check will be required before an offer.

📌 IT Support Engineer (Level 2) (Adelaide)
🏢 Escape IT
📍 Adelaide