Job Description

About us
/n At ENTAG we help businesses thrive We are a technology services business, partnering with Australia’s largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large, enterprise and government customers. We have a reputation for fostering a fun yet skilled work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued. /n Why you’ll love working at ENTAG/n /n
- Flexible ways of working – designed to support balance with hybrid and WFH options /n
- Reward & recognition that matters – with award events, milestone recognition, and celebrating everyday wins /n
- Grow your career – supported by structured pathways and our dedicated learning platform /n
- Extra time for what matters – including your birthday off, service recognition leave, and the options to purchase additional annual leave /n
- Vibrant team culture – social events, team connection opportunities, and our popular ENTAG Move Club /n
- Wellbeing support – access our Employee Assistance Program whenever you need it /n
- Referral rewards – earn incentives through our Employee Referral Program /n /n About the opportunity/n As a Level 2 ICT Support Engineer, you’ll play a key role in delivering exceptional technical support across a diverse technology environment. Working within our Managed Services team, you’ll investigate and resolve complex technical issues escalated from Level 1 Support, providing solutions across hardware, software, networking, cloud technologies, and Microsoft 365 environments. /n /n Beyond technical troubleshooting, you’ll contribute to continuous improvement by maintaining accurate documentation, enhancing processes and procedures,



and helping build team capability. You’ll act as a mentor to Level 1 Support Engineers, providing guidance, coaching and knowledge sharing, while also assisting with service delivery by managing Level 1 tickets during peak periods when needed. /n /n This is an excellent opportunity for a technically capable and customer-focused professional who enjoys solving problems, collaborating with others, and making a meaningful impact on both team performance and client outcomes. /n /n This is a full-time, permanent opportunity based in Brisbane, the Sunshine Coast, or Melbourne. /n What you will do (but not limited to)/n /n
- Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues. /n
- Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime. /n
- Take ownership of escalations from L1 Support and engage L3 Engineers where required. /n
- Deliver exceptional customer service through proactive communication and regular updates. /n
- Monitor customer environments, identifying and addressing issues before they impact operations. /n
- Maintain accurate ticket notes, documentation and knowledge base articles. /n
- Support and mentor Level 1 Engineers through coaching and knowledge sharing. /n
- Assist with project deployments, technology rollouts and service improvements. /n
- Meet team objectives, including SLAs,



utilisation targets and time recording requirements. /n
- Demonstrate behaviours aligned with Entag’s values of Care, Partner, Empower and Elevate. /n
- Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required. /n /n What we’re looking for/n /n
- Strong technical knowledge across Windows, macOS, networking, server infrastructure and business applications. /n
- Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues. /n
- Excellent communication skills, with the ability to translate technical information into clear, user-friendly language. /n
- A customer-first mindset, focused on delivering exceptional service and building trusted relationships. /n
- A collaborative team player who enjoys sharing knowledge and working across teams. /n
- The ability to prioritise competing tasks and adapt in a fast-paced environment. /n
- Strong attention to detail, with a commitment to accurate documentation and quality outcomes. /n
- Experience coaching, supporting and upskilling team members is highly regarded. /n /n Education and experience you’ll bring/n /n
- A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable). /n
- 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. /n
- 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. /n
- Hands-on experience supporting and

📌 ICT Support Engineer (Sunshine Coast)
🏢 ENTAG Group
📍 Sunshine Coast