Service Desk Engineer (L2) - CT Group at Lyra Technology Group

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft 365, Windows Server, Azure Ad, Networking, Root Cause Analysis, Windows 10/11, Exchange, SharePoint, Teams, OneDrive, Entra Id, Firewalls, VPNs, Switches, Wi-Fi, Endpoint Security

Industry

IT Services and IT Consulting

Description

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients. About The Position One of our operating companies, CT Group, is looking for a Service Desk Engineer (L2) to join their team in the Perth. As a Level 2 Service Desk Engineer, you will be providing advanced support across Microsoft 365, Windows Server, Azure AD and networking environments. You’ll resolve escalated incidents, perform root cause analysis, and deliver high-quality service to MSP clients while contributing to infrastructure improvements and continuous service enhancement. Responsibilities Advanced Technical Support Resolve escalated Level 2 incidents and service requests within SLA Perform advanced troubleshooting across desktop, server, cloud, and network environments Conduct root cause analysis and implement permanent fixes Escalate complex issues to Level 3 with clear documentation Microsoft & Infrastructure Administration Support and administer Windows 10/11 and Windows Server environments Manage Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) Support Azure AD / Entra ID identity and access management Troubleshoot networking components (firewalls, VPNs, switches, Wi-Fi) Maintain endpoint security, patching, and backup solutions Client Communication & Service Delivery Provide high-quality customer support to MSP clients Communicate clearly on issue status, resolution, and prevention Participate in remote and occasional on-site support Documentation & Continuous Improvement Maintain accurate ticket notes and technical documentation Contribute to knowledge base and SOP updates Identify recurring issues and recommend service improvements Assist with infrastructure upgrades and change management Skills required Minimum of 2 years in a similar role, preferably in an MSP environment Experience with Office 365 / Azure / Entra / Intune Exposure to security related software and processes (AV, EDR, MDR, ITDR etc), VOIP Telephony (3CX preferred) Experience using ticketing systems Excellent time management and customer-centric approach Full drivers license and car Strong customer service and communication skills Ability to manage multiple priorities across different client environments Calm and methodical approach to problem-solving Ability to travel to site visits if required Benefits Work from home up to 2 days per week Fully funded certifications Yearly Christmas event in Bali Great progression opportunities

Responsibilities

The Service Desk Engineer will provide advanced technical support by resolving escalated Level 2 incidents and service requests within SLA, performing root cause analysis, and escalating complex issues with clear documentation. Responsibilities also include administering Microsoft 365, Azure AD, and troubleshooting network components.