Level 2 IT Support Engineer
Downtime Assassin · Balcatta, Perth WA ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
Downtime Assassin · Balcatta, Perth WA ·
Salary: $75,000 – $85,000 per year
Downtime Assassin, one of WA's leading MSPs and a multi-award winning provider of IT services, is looking for a capable Level 2 IT Support Engineer to join our growing team.
We support a diverse range of businesses across WA and nationally, with strong growth in the Construction sector. As we scale, we need a well-rounded engineer who can own complex tickets end to end, support our Level 1 team, and step up into project work.
You will handle escalations from Level 1 engineers, resolve complex desktop, server and cloud issues, and take ownership of tickets through to completion. You will work closely with Level 3 engineers and the Service Delivery Manager, assist with project delivery, and help guide junior team members.
This role suits an engineer who has solid MSP experience under their belt and is ready to broaden their skills across infrastructure, security and cloud, with a clear pathway to Level 3.
Escalation Management: Resolve escalated tickets from Level 1 engineers across desktop, server, network, and M365 environments, providing remote and occasional onsite support for complex issues.
Microsoft 365 Administration: Perform Exchange Online, Teams, SharePoint, licensing, and security administration.
Endpoint Management: Manage endpoints via Microsoft Intune including compliance policies, app deployment, and Autopilot enrolment.
Server Administration: Administer Windows Server environments including AD, DNS, DHCP, and Group Policy.
Monitoring and Alerting: Monitor and action alerts across Datto RMM, EDR, and backup platforms.
Backup and Recovery: Verify and troubleshoot backups across Veeam and Datto BCDR.
Project Delivery: Assist Level 3 engineers with project delivery and implementation work.
Mentoring: Support Level 1 engineers with guidance and knowledge sharing.
Documentation and Process: Maintain and improve documentation in IT Glue and the PSA, and contribute to SOP development and internal process improvement.
Microsoft 365 Administration - Exchange Online, Teams, SharePoint, licensing
Windows Server administration - AD, DNS, DHCP, Group Policy
Microsoft Intune / Endpoint Manager - compliance, app deployment, Autopilot exposure
Datto RMM or similar RMM platform experience
Backup and recovery fundamentals - Veeam and/or Datto BCDR
EDR and endpoint security tooling exposure
Networking - VLANs, VPNs, firewall basics (Fortinet or Ubiquiti experience highly regarded)
Mobile Device Management (iOS and Android)
AutoTask or similar PSA - ticketing, time entry, documentation
Strong troubleshooting methodology and lateral thinking
Clear written and verbal communication with clients and team
Ability to own tickets end to end and manage competing priorities
Comfortable guiding and supporting junior engineers
Solid documentation habits
Professional and confident in client interactions
2 to 3 years experience in an MSP or similar fast-paced support environment
Demonstrated experience resolving escalated technical issues
Current WA driver's licence
Australian Citizenship or Permanent Residency
Supportive and modern working environment
Clear pathways for progression and certification
Regular team social events
Annual all-expenses-paid Christmas getaway for staff and families
National travel opportunities for projects and client work
Access to advanced MSP tooling and current technologies
$75,000 to $85,000 + Super + Bonuses, depending on skills and experience.
If you're a capable engineer ready to take on more complex work, sharpen your skills across infrastructure and cloud, and deliver exceptional outcomes for clients, we want to hear from you.