Level 2 IT Support Engineer (MSP) – Sydney Based

🏢 About Systima

Systima is a well-established Managed Service Provider with offices in Collingwood (Melbourne) and Alexandria (Sydney), supporting small, medium and enterprise clients across Australia. Our Sydney desk supports a growing portfolio of corporate clients in the CBD, delivering 24-hour service desk support, network monitoring, telephony/WAN, and private and public cloud solutions alongside project-based work.

We are currently seeking a Level 2 Technical Support Engineer to join our Sydney team, based out of our Alexandria office. This is an exciting opportunity to be part of our growing company.

🎯 We Seek

We are seeking a motivated and ambitious Level 2 Technical Support Engineer with excellent communication and interpersonal skills. Candidates must have a minimum of 2 years' experience in an MSP Support Desk environment, with demonstrated experience providing on-site support directly to clients in a professional, corporate setting. This is a hands-on, client-facing role, not desk-only. You'll be one of the faces of Systima that clients see and trust, so how you present and communicate matters as much as your technical skill. An interest in training and personal development is essential, with genuine career growth opportunities available as you build your skills with us.

💻 The Role

The role involves providing remote and on-site support to our Sydney customer base, working closely with the wider Systima team, including service desk, escalation engineers and account leads, to deliver a seamless client experience. You will be required to travel to client sites across Sydney as needed, representing Systima directly with clients, so reliability, professional presentation and strong teamwork are essential. Additional responsibilities include:

• Work with a ticket-based system, managing your own tasks and incidents while keeping the wider team informed on client-impacting issues.

• Attend client sites, including CBD tower locations requiring building/security pass coordination, for on-site support, project work, and escalations as scheduled.

• Work collaboratively with 3rd party vendors and internal team members for incident resolution, issue resolution, and change requests.

• Deal with escalations from Level 1 Technical Support Engineers, supporting them as part of a coordinated team effort.

• Contribute to the development of processes for proactive maintenance and monitoring systems, as well as schedules for customers.

• Identify improvement opportunities to deliver high-quality service, sharing findings back with the team.

• Ability to produce and recognise opportunities to produce technical documentation.

• Provide assistance with project-based work when required, collaborating with project and delivery teams.

✅ Technology and Skills Required

• 2+ years MSP service desk experience mandatory.

• Proven client on-site support experience mandatory, comfortable working unsupervised at client premises in a corporate environment, representing the business professionally.

• IT Certifications / Degree / Diploma preferred.

• Apple macOS support.

• Windows Desktop support.

• Microsoft 365 and Azure knowledge.

• Microsoft Intune / endpoint management experience.

• Solid understanding of cloud infrastructure concepts (Azure / M365 ecosystem).

• Experience with Windows Server, Active Directory and Exchange server.

• TCP/IP + DNS + DHCP.

• Strong team player, able to work autonomously on-site while staying connected to a geographically spread team.

• Excellent communication and customer service skills, with the polish to work directly with senior client stakeholders.

• Full Australian Driver's Licence and own vehicle mandatory, regular travel to CBD and metro Sydney client sites required.

💼 What We Offer

• Competitive salary

• A supportive and collaborative Sydney-based team environment

• Exposure to modern toolsets including HaloPSA, Microsoft Defender, Huntress, and more

• Clear pathways for development across both Support Services and Professional Services streams