LEVEL 2 TECHNICAL SUPPORT ENGINEER

Position Title: Level 2 Technical Support Engineer Client: Data Outsource Pty Ltd Work Set-up: Work From Home Schedule: Australian Business Hours (AEST/AEDT/AWST) Salary Package: To Be Determined JOB DESCRIPTION FOR A LEVEL 2 TECHNICAL SUPPORT ENGINEER Data Outsource Pty Ltd is seeking a skilled and customer-focused Level 2 Technical Support Engineer to provide remote technical support across a diverse client base. This role serves as a key technical escalation point, supporting desktop, server, cloud, and Microsoft 365 environments while ensuring operational uptime, security, and service excellence. Working within a Managed Service Provider (MSP) environment, you will be responsible for resolving technical issues, supporting client infrastructure, and delivering a professional support experience to Australian businesses. Your responsibilities as a Level 2 Technical Support Engineer would be: Technical Support & Incident Management Provide Level 2 support across desktop, server, cloud, and Microsoft Office 365 environments. Diagnose and resolve technical issues including workstation failures, printer connectivity, email issues, user access requests, and network-related incidents. Manage and prioritize support tickets escalated through help desk systems. Escalate complex issues to senior engineers or Level 3 support when required. Operations & Systems Management Assist with device provisioning, software deployment, patch management, and onboarding/offboarding activities. Monitor and maintain client systems to ensure performance, uptime, and security. Maintain accurate documentation of troubleshooting steps, support activities, and resolutions within the ticketing platform. Client Service & Compliance Deliver professional and customer-focused technical support. Follow cybersecurity best practices and data privacy requirements when handling client information. Adapt to varying Australian time zones and client operational requirements. Maintain a secure, reliable, and professional remote work environment. Qualifications as a Level 2 Technical Support Engineer would be: 3–5 years of experience in Technical Support, Help Desk, IT Support, or Managed Service Provider (MSP) environments. MSP experience is highly regarded. Strong experience supporting Windows desktop environments and Microsoft Office 365 administration. Knowledge of server administration, cloud platforms (Azure and/or AWS), and networking fundamentals including LAN/WAN, VPN, DHCP, and DNS. Strong troubleshooting and problem-solving abilities with a methodical approach to issue resolution. Excellent written and verbal English communication skills, with the ability to explain technical concepts to non-technical users. Ability to work independently, manage multiple support requests, and adapt to new technologies and systems. Relevant certifications such as CompTIA Network+, Security+, Microsoft certifications, ITIL, or related IT qualifications are advantageous but not essential. Your lov