IT Onsite Support Engineer, Level 2 – Concept Data

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, Concept Data is looking for an experienced IT Onsite Support Engineer to join their Adelaide team.

This is an excellent opportunity for an experienced IT professional with 3+ years’ experience in an MSP, IT services or technical support environment who enjoys working directly with clients and solving a wide range of technical challenges.

As an Onsite Support Engineer, you will provide professional and responsive technical support to Concept Data’s SME clients, both onsite and remotely. You will troubleshoot and resolve technical issues, perform infrastructure maintenance and deployments, support client technology environments and contribute to a consistently positive client experience.

You will work closely with the Service Desk, Projects, Account Management and senior engineering teams, giving you exposure to managed services, cloud technologies, cybersecurity, compliance and project delivery

Responsibilities

• Provide onsite and remote technical support to SME clients, diagnosing and resolving hardware, software, networking, Microsoft 365 and business application issues.
• Respond promptly to critical incidents, including site-down issues requiring onsite attendance.
• Install, configure and maintain approved hardware, software and peripheral devices.
• Complete workstation rollouts, hardware replacements, user transitions and infrastructure maintenance.
• Perform approved software updates, maintenance activities and assigned project tasks.
• Liaise with internet, telecommunications and other external providers to resolve client issues.
• Manage support tickets from acknowledgement through to resolution or escalation, ensuring all work and technical findings are accurately documented.
• Maintain accurate time entries and ensure billable work is correctly allocated.
• Communicate clearly and professionally with clients, providing practical guidance and user support where appropriate.
• Identify recurring technical issues, security risks and opportunities to improve client environments.
• Follow approved security, change management, access and risk management processes.
• Work collaboratively with internal technical teams and escalate complex issues when required.

Skills

• 3+ years’ experience in an MSP, IT services or technical support environment.
• Strong experience with Microsoft 365 and Microsoft Windows desktop environments.
• Strong troubleshooting skills across hardware, software, networking and internet connectivity.
• Experience providing onsite technical support and working directly with SME clients.
• Experience using service management or ticketing systems and maintaining accurate technical documentation.
• Excellent customer service, communication, problem-solving and time-management skills.
• Ability to work independently at client sites while collaborating effectively with technical teams.
• Current Australian Driver’s Licence.
• Australian Citizenship or Permanent Residency.

Desirable:

• Experience working within a Managed Service Provider environment.
• Exposure to Microsoft Intune, Entra ID, Azure and Windows Server.
• Knowledge of backup, endpoint security, virtualisation and network technologies.
• Experience with workstation deployments, infrastructure upgrades and small project activities.
• Microsoft or other relevant industry certifications.
• Ability to identify technology risks and client improvement opportunities.

Benefits

• Ongoing professional development and certification opportunities.
• Exposure to managed services, cloud technologies, cybersecurity, compliance and project delivery.
• The opportunity to work alongside experienced technical and business specialists.
• A varied role supporting a diverse range of SME client environments.
• Flexible work arrangements.
• A supportive team environment focused on continuous learning and improvement.
• The opportunity to make a genuine impact on client technology environments and service experience.