Support Engineer (Level 2)

TL;DR

Support Engineer (Level 2): Providing intermediate-level technical support across customer environments with an accent on resolving escalated issues, troubleshooting complex problems, and ensuring service continuity. Focus on delivering network support, managing backup and recovery processes, and collaborating with senior engineers to maintain operational stability.

Location: Must be based in Sydney, Australia, working 9am to 6pm AEST, with occasional onsite work required.

Company

hirify.global is a managed services and technology support business delivering reliable, responsive IT services to Australian organisations.

What you will do

• Provide Level 2 technical support to end users via phone, remote access, and occasional onsite visits.
• Resolve escalated tickets involving servers, networks, security, and business applications.
• Deliver intermediate network support for WAN, LAN, VPNs, firewalls, and security.
• Monitor alerts, manage backup and recovery processes, and respond to incidents to meet SLAs.
• Keep customers informed on incident progress and maintain professional communication.
• Maintain system documentation, record activities accurately, and identify process improvements.

Requirements

• Previous experience in a Level 2 support or similar IT support role is required.
• Proven ability to troubleshoot and resolve issues at an intermediate technical level.
• Strong understanding of Windows operating systems and business applications.
• Solid networking knowledge, including ISP services, LAN/WAN, and VPNs.
• Experience with server administration, Microsoft Server environments, VMware or Hyper-V, and Citrix.
• Good time management, strong problem-solving, and clear communication skills.

Nice to have

• Experience with enterprise databases.

Culture & Benefits

• Full-time work, Monday to Friday, 9:00am – 6:00pm AEST.
• Opportunity to develop toward senior engineering roles.
• Value engineers who take ownership, communicate clearly, and resolve issues properly.
• Work in a fast-paced, team-based environment.
• Participate in training and development activities.