Senior IT Support Engineer -L2

• Confidence communicating directly with clients and managing expectations.

• Professional, patient, approachable, and service-focused.

• Comfortable supporting less experienced colleagues.

• Able to take ownership of issues and follow tasks through to completion.

Security & Technical Awareness

• Good understanding of information security and the importance of documented processes.

• Security-conscious approach to handling client and company information.

• Ability to recognise when specialist, infrastructure, or security escalation is required.

Desirable

• Microsoft Entra ID and identity and access management experience.

• Microsoft Intune and endpoint/device administration experience.

• Experience with IT service management or ticketing systems.

• Cybersecurity awareness and phishing prevention knowledge.

• Relevant Microsoft certifications.

• Identity and Access Administrator Associate certification or related experience.

Responsibilities

IT Support & Service Desk

• Provide first- and second-line support to clients and internal users through the service desk.

• Support first-line colleagues with more complex technical matters where required.

• Troubleshoot and resolve Microsoft 365, Windows, identity, access, endpoint, and application issues.

• Manage incidents and service requests accurately and efficiently.

• Maintain clear and accurate records across service desk and internal systems.

Client Support

• Communicate directly with clients by phone, email, and other support channels.

• Provide clear, professional, and confident updates throughout the support lifecycle.

• Take ownership of escalated issues and ensure appropriate follow-through.

• Work collaboratively with the wider team to deliver a responsive and professional client experience.

Identity & Endpoint Administration

• Support Microsoft 365 user administration and day-to-day account management.

• Assist with onboarding, offboarding, permissions, access changes, and related troubleshooting.

• Support Microsoft Intune and Microsoft Entra ID administration where required.

Information Security

• Follow company information security policies, access controls, and documented procedures.

• Report security incidents, risks, suspicious activity, and non-conformances promptly.

• Maintain awareness of phishing, cybersecurity, and user behaviour risks.

• Handle client and company information securely and confidentially.

• Complete relevant security training and follow established good practice.

Escalation & Continuous Improvement

• Take ownership of complex technical issues escalated from first-line support.

• Escalate highly complex infrastructure, security, or specialist issues to the appropriate team.

• Contribute to continuous improvement while working effectively within established processes.

• Support colleagues and contribute to the ongoing development of the IT support service.

How we take care of our team

💰 Get paid in Australian Dollars

🏥 Medical insurance from day one for you + spouse (or parents if unmarried)

🩺 Generous OPD coverage from doctor visits to all your medical needs

🏡 Home office setup allowance to build your ideal workspace

🌐 Internet allowance to keep you connected

💪 Gym & wellness allowance to stay fit and balanced

🎉 Work hard, play hard – regular team events & engagement activities

🧠 Diji Assist – Mental health & counseling support when you need it

📚 We invest in you – reimbursement for industry certifications

🗣️ Open-door culture – your ideas and feedback always matter

🌍 Flexible work – home or office, wherever you do your best work

🏆 Rewards & recognition that actually recognize you

🥳 Great christmas & financial year-end parties to unwind with your loved ones

Originally posted on Himalayas

• IT Support Engineer
• Helpdesk Engineer
• Technical Support Engineer
• IT Support Specialist

Source: Himalayas