Our client operates within the premium automotive and technology industry, combining a strong heritage in automotive excellence with a growing focus on digital innovation. They are a part of a leading Japanese multinational group and is investing in smart, scalable platforms that enhance customer experience and operational efficiency.
Headquartered in Melbourne, the leadership team collaborates closely with a
dedicated offshore development team to deliver custom-built tools supporting pricing, vehicle showcasing, and other core business functions.
ABOUT THE ROLE
The Level 2 Support Engineer plays a pivotal role within the IT operations team, responsible for diagnosing and resolving complex technical issues across desktop, server, operating system, and endpoint environments. The role also includes providing technical support to end-users, ensuring the smooth operation of computer systems and the efficient resolution of technical problems.
In addition to core Level 2 responsibilities, the position supports and mentors the Level 1 team and is expected to take ownership of Level 1 tasks as needed. This includes addressing access issues, hardware support, user onboarding, and other day-to-day technical matters.
ROLES AND RESPONSIBILITIES
- Provide technical support to end-users at all levels of the organisation, ensuring the smooth operation of systems and prompt resolution of technical issues
- Manage and resolve Level 2 incidents, including desktop, operating system, endpoint, server, and print-related support
- Proactively handle Level 1 support tasks when required, including password resets, access issues, user onboarding, and basic application troubleshooting
- Escalate issues appropriately and document repeatable solutions to assist junior team members and improve first-time resolution
- Configure and manage Microsoft Intune for device policies, compliance, security, and monitoring across the device fleet
- Troubleshoot and manage Windows 10/11 performance, configuration, and updates; networked printers and print servers; endpoint and network connectivity (DHCP, DNS, routing)
- Install and maintain desktop hardware, software applications, and peripherals during provisioning and support cycles
- Assist with the setup and maintenance of basic network infrastructure (e.g. switches, routers, firewalls) in collaboration with senior technical staff
- Resolve support tickets in accordance with service level agreements (SLAs) and internal escalation procedures
- Contribute to internal IT projects including system migrations, SIEM implementation, asset management improvements, and security posture enhancements
- Collaborate with IT management, application teams, and vendors to resolve cross-platform issues and support business objectives
- Maintain structured and consistent documentation, including SOPs, asset registers, knowledge base articles, and incident histories
- Support the continual improvement of IT processes, endpoint security, and service delivery across the business
- Possess 2 to 4+ years’ experience in a desktop or systems support role
- Relevant tertiary qualification, industry certification, or equivalent practical experience
- Proven Level 2 capability with willingness to own Level 1 coverage when required
- Hands-on experience with Microsoft Intune, Active Directory, Office 365, Group Policy, Windows 10/11 environments, print support, user access, and endpoint troubleshooting
- Experience with ITSM/ticketing systems (e.g. JIRA, ServiceDesk Plus)
- Experience using remote support tools (e.g. TeamViewer, Zoho Assist, or similar)
- Strong documentation habits, consistent, reliable, and repeatable
- Structured problem-solving skills and strong attention to detail
- Ability to explain technical concepts to non-technical users and communicate clearly across teams
- Calm, professional communicator with a strong customer-first mindset
- Certifications such as CompTIA A+, MD-102, or Microsoft Fundamentals are highly regarded
- Exposure to CRM or business systems such as Salesforce is a bonus
- Exposure to a broad range of technologies including Microsoft Intune, SIEM, server, endpoint management, and Cloud
- Hands-on involvement in internal IT projects across infrastructure, security, and systems improvement
- Opportunity to grow into cloud engineering, cybersecurity, or technical leadership pathways
- Access to vendor-accredited training and paid industry certifications
- Supportive environment that values curiosity, documentation discipline, and continuous improvement
- Work alongside experienced IT leaders and contribute to scalable, business critical technology initiatives
