Service Delivery Consultant, Level 2 – Veracity

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of 

Evergreen Services Group, 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

One of our operating companies, Veracity, is looking for an experienced Service Delivery Consultant, Level 2 to join their Service Desk team in Brisbane (Woolloongabba).

As a key escalation point within the Service Desk, you will take ownership of resolving technical issues across diverse client environments while delivering exceptional customer service. This is an excellent opportunity for an experienced IT support professional who enjoys solving complex problems, mentoring others, and contributing to continuous service improvement.

Responsibilities:

• Resolve Level 1 and Level 2 incidents and service requests across desktop, Microsoft 365, and network infrastructure.
• Act as the escalation point for Level 1 consultants, providing guidance and technical support.
• Troubleshoot and resolve moderate-complexity issues across networking, cloud platforms, and on-premises environments.
• Take ownership of tickets from escalation through to resolution, ensuring timely outcomes and clear client communication.
• Identify recurring issues, risks, and opportunities for service improvement.
• Build strong client relationships through professional, proactive communication.
• Create and maintain accurate technical documentation, knowledge articles, and client records.
• Support project delivery through implementation tasks and technical assistance.
• Contribute to continuous improvement initiatives, documentation updates, and knowledge sharing. Collaborate with the wider Service Delivery team to deliver consistent, high-quality client experiences.

Skills Required:

• 5+ years’ experience in an IT support or Service Desk environment.
• Strong troubleshooting experience across desktop, infrastructure, networking and cloud technologies.
• Experience with Fortinet
• Experience managing escalated technical issues from investigation through to resolution.
• Solid knowledge of Microsoft 365, including Exchange, Teams, SharePoint, Entra ID, and Intune.
• Experience supporting Windows environments, Active Directory, file systems, and remote access technologies.
• Understanding of networking concepts including DNS, DHCP, firewalls, switches, and Wi-Fi troubleshooting.
• Experience deploying and supporting network infrastructure, including firewalls, switches, and wireless networks.
• Network engineering experience with the ability to configure and troubleshoot networking environments

Desirable:

• Prior experience working within a Managed Services Provider
• Experience with Meraki, and Ubiquiti technologies is highly regarded.
• Experience with security products and security-focused technologies would be advantageous.
• Experience with Kaseya platforms and Autotask is advantageous.
• Collaborative approach with experience mentoring junior team members.
• Relevant Microsoft, ITIL, or similar certifications (or working towards) are desirable.
• Current driver’s licence is advantageous.

Benefits:

• Ongoing investment in learning and professional development
• A clear progression pathway
• Modern office environment with on‑site undercover parking