NA

What you will do (but not limited to)

• Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues.
• Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime.
• Take ownership of escalations from L1 Support and engage L3 Engineers where required.
• Deliver exceptional customer service through proactive communication and regular updates.
• Monitor customer environments, identifying and addressing issues before they impact operations.
• Maintain accurate ticket notes, documentation and knowledge base articles.
• Support and mentor Level 1 Engineers through coaching and knowledge sharing.
• Assist with project deployments, technology rollouts and service improvements.
• Meet team objectives, including SLAs, utilisation targets and time recording requirements.
• Demonstrate behaviours aligned with Entag's values of Care, Partner, Empower and Elevate.
• Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required.

What we're looking for

• Strong technical knowledge across Windows, macOS, networking, server infrastructure and business applications.
• Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues.
• Excellent communication skills, with the ability to translate technical information into clear, user-friendly language.
• A customer-first mindset, focused on delivering exceptional service and building trusted relationships.
• A collaborative team player who enjoys sharing knowledge and working across teams.
• The ability to prioritise competing tasks and adapt in a fast-paced environment.
• Strong attention to detail, with a commitment to accurate documentation and quality outcomes.
• Experience coaching, supporting and upskilling team members is highly regarded.

Education and experience you'll bring

• A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable).
• Industry certifications in technologies such as Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, Intune or related platforms, or a willingness to work towards certification as part of a structured learning pathway.
• 3+ years' experience in a technical support, service desk or help desk role, including experience operating at a Level 2 support level, ideally within a Managed Services environment.
• Hands-on experience supporting and administering Microsoft 365 environments.
• Demonstrated experience across network, infrastructure and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure IaaS, Microsoft 365, Microsoft Teams and Intune.
• A passion for continuous learning and staying current with emerging technologies and industry best practices.