Position: Level 2 IT Support Engineer

Location: Melbourne, Australia

Employment Type: Full-time

Department: IT Services

Role Overview:

We are seeking a skilled Level 2 IT Support Engineer with experience in a Managed Service Provider (MSP) environment. The ideal candidate will possess a broad technical skill set, strong troubleshooting abilities, and a customer-focused approach. This role requires expertise in VMware ESXi/vCenter management, network configuration and troubleshooting (particularly with Fortinet firewalls, switches, and routers), endpoint management, and familiarity with HaloPSA. Relevant certifications such as ITIL, CCNA, and Microsoft 365 are highly desirable.

Key Responsibilities:

Virtualisation & Cloud Management:

• Administer and troubleshoot VMware ESXi and vCenter environments.
• Perform virtual machine provisioning, monitoring, and maintenance.
• Experience with Microsoft Hyper-V is beneficial.
• Familiarity with Azure Active Directory (Entra ID), Microsoft Azure, AWS, or Google Cloud.

Network & Security Management:

• Configure and maintain network devices, including Fortinet firewalls, switches, and routers.
• Manage network services such as DNS, DHCP, VLANs, VPNs, and routing protocols.
• Knowledge of Palo Alto Networks PCNSA or Fortinet NSE 4/NSE 5 is advantageous.
• Experience with SIEM solutions, endpoint detection and response (EDR), patch management, MFA, and security hardening.

Endpoint & System Administration:

• Provide support for Windows and macOS endpoints.
• Implement and manage Microsoft 365 services, including Exchange, Teams, SharePoint, and Intune.
• Manage Active Directory, Group Policy, DHCP, DNS, print servers, and file servers.

Backup, Disaster Recovery & ITSM:

• Experience with Veeam, Acronis, Datto, or similar backup solutions.
• Utilise HaloPSA or similar ITSM platforms for ticketing, asset management, and automation.
• Ensure timely resolution of Level 2 support tickets and escalate issues as necessary.

Remote Monitoring & VoIP Services:

• Hands-on experience with RMM (Remote Monitoring & Management) tools such as NinjaOne, N-able, Kaseya, or ConnectWise Automate.
• Experience with VoIP & Unified Communications solutions such as 3CX, Microsoft Teams Voice, or Cisco Unified Communications.

Automation & Documentation:

• Basic knowledge of PowerShell, Bash, or Python to automate routine tasks.
• Accurately document troubleshooting steps, fixes, and client configurations.

Required Skills & Experience:

Technical Proficiency:

• Minimum of 3 years in a Level 2 IT support role within an MSP environment.
• Strong experience with VMware ESXi and vCenter management.
• Proficient in configuring and troubleshooting Fortinet firewalls, switches, and routers.
• Experience with endpoint management and support for Windows and macOS systems.
• Hands-on experience with Microsoft 365 administration and HaloPSA.
• Familiarity with backup and disaster recovery solutions.
• Strong understanding of cybersecurity principles and network security best practices.

Certifications (Preferred but Not Mandatory):

• ITIL Foundation (Highly preferred).
• CCNA (Cisco Certified Network Associate) or equivalent networking certification.
• Microsoft 365 Certified: Endpoint Administrator (MD-102) or Azure Administrator (AZ-104).
• CompTIA Security+ (for security best practices).
• Fortinet NSE 4 or Palo Alto PCNSA (for firewall management).
• PRINCE2 Foundation or AgilePM Foundation (for IT project management).

Soft Skills:

• Strong customer service and communication skills.
• Ability to multi-task and prioritise in a fast-paced MSP environment.
• Excellent problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team.
• Commitment to continuous learning and professional development.

Please refer to job description.