The Opportunity
We’re a growing managed services provider operating across Queensland, and we’re looking for a capable Level 2 Support Engineer to join the team.
This role suits someone who enjoys solving technical problems, taking ownership of escalations, and working closely with both customers and internal teams to deliver solid outcomes.
You’ll step into a role where your input matters, your ideas are heard, and there’s genuine opportunity to grow as the business continues to scale.
This is a hands-on technical role with variety across support, escalations, and project work, with a strong focus on doing things properly and continuously improving how services are delivered.
What You’ll Be Doing Day to day, you will:
- Act as an escalation point for Level 1 technicians, resolving or triaging complex technical incidents within agreed timeframes
- Manage your ticket queue proactively, including escalation to Level 3 where required
- Participate in the phone support queue during business hours, providing clear and professional customer support
- Take part in a shared on-call roster (approximately 1 week every 6–7 weeks) for after-hours support
- Attend occasional onsite visits across Greater Brisbane and South-East Queensland as required (travel reimbursed fortnightly)
- Contribute to documentation, knowledge sharing, and continuous service improvement
- Support ongoing improvements in monitoring, automation, and service delivery processes
What We’re Looking For
- Strong experience across Windows Server, Microsoft 365, Azure AD, and networking fundamentals (DNS, DHCP, TCP/IP, VLANs)
- Ability to troubleshoot escalated desktop, server, and connectivity issues independently
- Experience with RMM/PSA tools (ConnectWise, Autotask, N-able or similar)
- Familiarity with backup and disaster recovery solutions
- Exposure to VMware or Hyper-V highly regarded
About You
- Strong communicator who can explain technical issues clearly to non-technical users
- Calm and professional under pressure with a customer-first mindset
- Takes ownership and follows issues through to resolution
- Collaborative team player who contributes to a positive working environment
- Comfortable working in a structured support environment with variety day to day
Requirements & Eligibility
- Full unrestricted Australian working rights
- Valid Queensland driver’s licence and willingness to travel to customer sites when required
- Ability to obtain a National Police Check and Working With Children Check
- 2–3+ years’ experience in a Level 2 IT support or MSP environment
What We Offer
- Genuine career growth within a growing MSP environment
- Exposure to a broad range of customers and technical environments
- Balanced mix of support, escalations, and project work
- Fair and structured on-call roster
- Fortnightly reimbursement for onsite travel
- Supportive team culture where input is valued
- Access to vendor training and certification support
- Hybrid working arrangement after probation
About the Role
This is a full-time position based in Brisbane. The team focuses on delivering reliable, well-communicated support while continuously improving how services are delivered.
You’ll be part of a team that values proper escalation, clear communication, and proactive customer engagement, ensuring issues are resolved efficiently and customers stay informed throughout the process.
How to Apply If this sounds like the right fit, apply via SEEK with your CV and a brief cover note outlining your experience and interest in managed services.
Alternatively, contact Ryley on 0484 546 357 or email rladhams@humanisedgroup.com.
#SCR-ryley-ladhams
