Support Engineer – L2 (Systems, Networking & Security)

Location: Colombo; Remote

Company

hirify.global supports an Australian managed services and technology organisation serving businesses and public-interest 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, occasional Linux, cloud and on-premises infrastructure, networking, firewalls, software, peripherals, and end-user systems.
• Progress tickets to resolution within agreed SLAs and escalate complex or high-risk matters to Level 3 or senior engineers with clear findings.
• Use Autotask PSA and Datto RMM to manage tickets, record time, document technical actions, and support service reporting.
• Follow security and approval processes before implementing changes, installing software, or granting access.
• Create technical documentation and knowledge articles, share knowledge with junior team members, and assist with project deployments and upgrades.

Requirements

• Demonstrated Level 2 support experience in an MSP or similarly varied IT environment.
• Strong troubleshooting skills across Microsoft 365, Windows, macOS, common business applications, and occasionally Linux.
• Working knowledge of Microsoft cloud and security services, identity, access, endpoint management, and policy enforcement.
• Practical experience with cloud and on-premises environments, networking, firewalls, and remote access technologies.
• Understanding of cybersecurity fundamentals, independent investigation, root-cause analysis, SLA management, and accurate ticket documentation.
• Familiarity with platforms and technologies including Azure, Entra ID, Intune, Defender, Fortinet, Ubiquiti, Hyper-V, VMware, and Datto solutions.

Nice to have

• Familiarity with the Australian Essential Eight.
• Exposure to PSA, RMM, knowledge-management, SD-WAN, Starlink, IoT, camera, alarm, or building systems.
• Experience with the listed Microsoft, security, networking, backup, communications, and monitoring platforms.

Culture & Benefits

• Remote flexibility with the option to work from home or an office.
• Compensation paid in Australian Dollars.
• Medical insurance from day one for the employee and spouse, or parents if unmarried, plus OPD coverage.
• Home-office setup, internet, gym, wellness, mental-health, and counselling support allowances.
• Reimbursement for industry certifications, regular team events, open feedback, and rewards and recognition.