L2 Support Engineer (Microsoft 365, Networking & Security)

Location: Remote; Colombo

Company

Managed services and technology operations support small and medium businesses, government, education, healthcare, not-for-profit, and Indigenous organisations across Australia.

What you will do

• Act as the first escalation point for non-routine service desk incidents and requests.
• Diagnose and resolve issues across Microsoft 365, Windows, macOS, Linux, cloud and on-premises infrastructure, networking, firewalls, software, peripherals, and end-user systems.
• Manage tickets, record technical actions and time, and progress incidents through resolution within agreed SLAs.
• Escalate complex or high-risk matters to Level 3 or senior engineers with clear technical findings.
• Follow security and approval processes for changes, software installation, and access grants.
• Create documentation and knowledge articles, support project deployments, and share technical knowledge with junior team members.

Requirements

• Demonstrated Level 2 support experience in an MSP or varied IT environment.
• Strong troubleshooting skills across Microsoft 365, Windows, macOS, common business applications, and occasional Linux.
• Working knowledge of Microsoft cloud and security services, identity, access, endpoint management, and policy enforcement.
• Experience with cloud and on-premises environments, networking, firewalls, and remote access technologies.
• Understanding of cybersecurity fundamentals; familiarity with the Australian Essential Eight is strongly preferred.
• Clear communication, independent investigation, technical documentation, prioritisation, and SLA management skills.

Nice to have

• Experience with PSA, RMM, and knowledge-management platforms, including Autotask PSA, Datto RMM, and Confluence.
• Exposure to SD-WAN, Starlink, IoT, camera, alarm, or building systems.
• Experience with Microsoft 365, Intune MDM, Purview, Defender, Azure, Entra ID, Hyper-V, VMware, Fortinet, Ubiquiti, Ruckus, and Datto BCDR.

Culture & Benefits

• Remote work with flexibility to work from home or office.
• Compensation paid in Australian Dollars.
• Medical insurance from day one for the employee and eligible family members, with generous outpatient coverage.
• Home office setup, internet, gym, and wellness allowances.
• Certification reimbursement, mental health and counselling support, team events, and rewards and recognition.