IT Support Engineer, Level 2 – OSIT

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, OSIT, is looking for multiple Support Engineers, Level 2 to join their team in Osborne Park, Perth. This is an exciting opportunity for a customer-focused IT professional who enjoys solving technical challenges and delivering exceptional service. As an IT Support Engineer, you will provide Level 2 technical support to a diverse range of managed services clients, working across Microsoft environments, networking, infrastructure, and cybersecurity.

You will play a key role in resolving complex technical issues, delivering client projects, maintaining critical IT systems and contributing to a high-performing service team. If you are proactive, thrive in a fast-paced MSP environment and are passionate about technology, we would love to hear from you.

Responsibilities

• Deliver Level 2 technical support via phone, email, remote access, and on-site across desktop, server, networking, and cybersecurity environments.
• Resolve incidents, service requests, change requests, and installations efficiently while meeting service level agreements.
• Monitor and respond to system alerts, escalating issues where required.
• Perform proactive maintenance on client infrastructure, including servers, networking equipment, storage, and software.
• Assist with infrastructure upgrades, application deployments, VPN configuration, backup and recovery planning, and other client projects.
• Maintain accurate documentation, ticket updates, timesheets, and system configurations within ConnectWise.
• Identify recurring issues, perform root cause analysis, and recommend long-term improvements.
• Participate in the weekend on-call roster and provide after-hours support when required.
• Contribute to continuous improvement by identifying opportunities for automation, new technologies, and enhanced client solutions.
• Build strong relationships with clients by delivering professional, high-quality technical support.

Skills Required

• Minimum 2 years’ experience in a hands-on IT support role (MSP experience highly regarded).
• Strong technical knowledge of Microsoft technologies, networking, infrastructure, and cybersecurity.
• Excellent troubleshooting and technical diagnostic skills.
• Strong communication and interpersonal skills with a customer-first approach.
• Excellent organisational and time management skills with the ability to manage competing priorities.
• A proactive mindset and commitment to continuous learning and professional development.
• Microsoft certifications (desirable).
• A current driver’s licence and reliable vehicle for client site visits.

Benefits

At OSIT, you will be part of a collaborative and supportive team where your ideas are valued and your development is encouraged.

We offer:

• Exposure to a broad range of technologies and industries.
• Ongoing training and professional development opportunities.
• An amazing supportive team culture, monthly free team lunches, social club events and company Discord server
• Career progression opportunities within a growing technology business.
• A varied role that combines technical support, project work and client engagement.