Level 2 IT Support Engineer

Level 2 IT Support Engineer

Downtime Assassin, one of WA's leading MSPs and a multi-award winning provider of IT services, is looking for a capable Level 2 IT Support Engineer to join our growing team.

We support a diverse range of businesses across WA and nationally, with strong growth in the Construction sector. As we scale, we need a well-rounded engineer who can own complex tickets end to end, support our Level 1 team, and step up into project work.

About the Role

You will handle escalations from Level 1 engineers, resolve complex desktop, server and cloud issues, and take ownership of tickets through to completion. You will work closely with Level 3 engineers and the Service Delivery Manager, assist with project delivery, and help guide junior team members.

This role suits an engineer who has solid MSP experience under their belt and is ready to broaden their skills across infrastructure, security and cloud, with a clear pathway to Level 3.

Key Responsibilities

Escalation Management: Resolve escalated tickets from Level 1 engineers across desktop, server, network, and M365 environments, providing remote and occasional onsite support for complex issues.

Microsoft 365 Administration: Perform Exchange Online, Teams, SharePoint, licensing, and security administration.

Endpoint Management: Manage endpoints via Microsoft Intune including compliance policies, app deployment, and Autopilot enrolment.

Server Administration: Administer Windows Server environments including AD, DNS, DHCP, and Group Policy.

Monitoring and Alerting: Monitor and action alerts across Datto RMM, EDR, and backup platforms.

Backup and Recovery: Verify and troubleshoot backups across Veeam and Datto BCDR.

Project Delivery: Assist Level 3 engineers with project delivery and implementation work.

Mentoring: Support Level 1 engineers with guidance and knowledge sharing.

Documentation and Process: Maintain and improve documentation in IT Glue and the PSA, and contribute to SOP development and internal process improvement.

Required Skills and Experience

Technical Skills

• Microsoft 365 Administration - Exchange Online, Teams, SharePoint, licensing

• Windows Server administration - AD, DNS, DHCP, Group Policy

• Microsoft Intune / Endpoint Manager - compliance, app deployment, Autopilot exposure

• Datto RMM or similar RMM platform experience

• Backup and recovery fundamentals - Veeam and/or Datto BCDR

• EDR and endpoint security tooling exposure

• Networking - VLANs, VPNs, firewall basics (Fortinet or Ubiquiti experience highly regarded)

• Mobile Device Management (iOS and Android)

• AutoTask or similar PSA - ticketing, time entry, documentation

Professional Skills

• Strong troubleshooting methodology and lateral thinking

• Clear written and verbal communication with clients and team

• Ability to own tickets end to end and manage competing priorities

• Comfortable guiding and supporting junior engineers

• Solid documentation habits

• Professional and confident in client interactions

Qualifications and Requirements

• 2 to 3 years experience in an MSP or similar fast-paced support environment

• Demonstrated experience resolving escalated technical issues

• Current WA driver's licence

• Australian Citizenship or Permanent Residency

What We Offer

• Supportive and modern working environment

• Clear pathways for progression and certification

• Regular team social events

• Annual all-expenses-paid Christmas getaway for staff and families

• National travel opportunities for projects and client work

• Access to advanced MSP tooling and current technologies

Salary

$75,000 to $85,000 + Super + Bonuses, depending on skills and experience.

Apply Now

If you're a capable engineer ready to take on more complex work, sharpen your skills across infrastructure and cloud, and deliver exceptional outcomes for clients, we want to hear from you.