Service Desk Engineer, Level 2 - CT Group

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, CT Group, is looking for an experienced and motivated Level 2 Service Desk Engineer to join their growing team in Melbourne.

This is a full-time, hybrid role based in Melbourne CBD, providing a mix of remote support to clients Australia-wide and occasional onsite support to Melbourne-based clients.

You will work across a diverse range of professional services clients and technologies, ensuring no two days are the same. You will be part of a collaborative pod structure alongside L1, L2 and L3 engineers, with plenty of opportunity to develop your technical skills and progress your career.

Responsibilities

• Deliver exceptional customer service and technical support across a variety of client environments
• Provide L2 support across servers, workstations, applications and Microsoft 365 environments
• Troubleshoot and support Microsoft 365, Azure, Entra, Intune, Active Directory and RDS
• Liaise with users, suppliers and software and hardware vendors to achieve optimal outcomes for clients
• Take end-to-end ownership of support requests and provide regular updates through to resolution
• Accurately document all actions and resolutions within the ticketing system
• Maintain and contribute to client documentation and knowledge base articles
• Provide technical mentorship to L1 engineers and take escalations as required
• Escalate complex issues to senior engineers and team leaders when appropriate
• Provide occasional onsite support to Melbourne-based clients

Skills Required

• Minimum 2 years' experience in a similar L2 IT Support role
• Previous MSP experience highly desirable
• Strong experience with:Microsoft 365Azure / EntraIntuneMicrosoft Windows Server and desktop operating systemsActive DirectoryRemote Desktop Services (RDS)
• Experience with VoIP telephony; 3CX experience desirable
• Strong verbal and written communication skills
• A professional, customer-centric approach
• Excellent time management and organisational skills
• Ability to work effectively under pressure and in time-critical situations
• Current C Class driver's licence and own vehicle
• Networking and firewall experience, particularly WatchGuard, is desirable
• Hypervisor experience with VMware, Hyper-V or Proxmox is desirable

Benefits

• Hybrid working arrangements, including 2 days WFH after probation
• Fully funded professional certifications and exams, including Microsoft, WatchGuard, 3CX and more
• Genuine career progression, with opportunities to move into L3, management, security or projects, depending on your interests
• Supportive and collaborative team environment with mentorship from senior engineers
• Regular team lunches, offsites and quarterly team events
• A high-performing team culture where attitude, initiative and effort are recognised and rewarded