IT Support Engineer (Level 2) - Castle Hill MSP

Salary: $85,000 – $92,000 per year + Super

We are a small Sydney MSP looking for a level 2 engineer to look after our clients end to end.

When a client rings, you are who they get, and you see the problem all the way through. Most of it is the everyday stuff that actually eats an MSP's day. Outlook misbehaving, Teams not connecting, OneDrive and SharePoint sync and the permissions underneath it, machines that have got slow, printers, software that broke after an update, access and licensing questions, new starters and rebuilds. Occasionally something genuinely ugly. The skill is working out what is wrong quickly, fixing it, and not making the user feel stupid.

It also means the network those clients run on is part of your scope. A/V equipment, firewalls, switches, wireless, VPNs, DNS. Some of it remote, some of it standing in a comms room. Site visits are irregular rather than rostered. You might not leave the office for a fortnight, then have three visits in a week, and most run an hour or two. You need a car and a licence, but this is not a field role and you will not be living out of the boot.

The repetitive admin is mostly not your problem. We have level 1 support handling the email and portal queue: account creation, licence changes, mailbox and group admin. You can push work across to them and stay on the problem in front of you. If someone rings locked out you will still fix it and move on, because in a shop our size nobody is above a two minute job. The one regular exception is the first hour: our level 1 support comes online at 9.30am, so from 8.30am you assist with the email and portal queue as well until they pick it up. After that, the routine tail goes to them.

At a bigger MSP a level 2 gets the middle slice: too senior for the resets, not trusted with the firewall. Here you get the lot.

What we need from you

• At least three years in an MSP or a similar multi-client environment.

• Confident across Windows, Windows Server, Microsoft 365, Entra ID and Intune. This is most of the work, so you need to be quick at it.

• Good with people on a remote session. Patient when someone is frustrated, clear about what you are doing, pleasant to deal with on a bad day.

• Real networking capability at CCNA standard or above: firewall policy and NAT, VLANs, routing, site to site and client VPN, wireless, switching. However you came by it. We care what you can do, not what you can produce a certificate for.

• Able to explain a technical problem to a business owner without jargon, and to represent us well at a client site.

• A full driver's licence and a reliable car.

• The right to work in Australia.

Nice to have, not required

A CCNA or vendor equivalent. Microsoft associate certifications such as MD-102 or MS-102. UniFi and Sophos specifically. Server, virtualisation or cloud depth. Cybersecurity. PowerShell. Project delivery. Any of these will strengthen your application, and none of them will rule you out. If you have twenty years of hands-on experience and no certificates, apply anyway.

One thing before you go further: start your cover letter with the word Loopback. We get a lot of applications from people who have not read the ad, and that is how we tell. No word, no read.

Why us and not a bigger MSP

A larger provider will probably beat us on the number. Here is what we have instead.

• You will touch networking, servers, cloud, security and projects instead of being parked in one tier.

• No scripts, no queue targets that get in the way of actually fixing things.

• Level 1 support handles the routine admin, not you. Account creation, licence changes, mailbox and group admin all go to the email queue, so your attention stays on the client in front of you. Not many level 2 roles come with that.

• You work directly alongside the Director. Our people are spread across Australia and offshore, so the Castle Hill office itself is a small one. Decisions happen in a conversation, and when you are stuck the answer is at the next desk. You will pick things up a lot faster than you would on a big support floor.

• No on-call roster. The only exception is if the Director is away, when we need you reachable for genuine emergencies. You get notice, and it is paid: an allowance for each week of cover plus the hours you actually work. The rest of the year, when you finish, you finish.

• A $2,000 a year training and certification budget, plus time to actually use it. Saving it toward something bigger is fine, we will carry it forward for an approved certification.

• We are broadening what we offer clients into AI and automation. You will be close to that work as it grows, and those skills travel.

The honest version

• Most of your week is support. If you are looking for a pure networking or infrastructure seat, this is not it. If you want to stay hands-on across a lot of different things, work somewhere your decisions are not filtered through three layers, and grow into more as we do, have a look.

The details

• $85,000 to $92,000 base plus superannuation, depending on experience.

• Full time, ongoing. 8.30am to 5.30pm Monday to Friday.

• Based at our Castle Hill office. One day a week from home by arrangement.

• Client sites across Sydney as the work requires, irregular and usually short.

• Work kilometres in your own car reimbursed.

To apply

Send your CV and a short note telling us about a problem you enjoyed solving. Not the hardest one, the one you enjoyed. We come back to everyone either way.