Technical Support Engineer, Level 1 at Lyra Technology Group

Brisbane, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft 365, Windows Desktop, Windows Server, Managed Service Provider, Halo PSA, Datto, IT Glue, Endpoint Security, Monitoring Tools, Networking Fundamentals, Firewalls, VPNs, Switching, Customer Service, Incident Resolution, Request Fulfilment

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 We are looking for a Technical Support Engineer, Level 1 to join our operating company in Brisbane. The Level 1 Technical Support Engineer is a customer-oriented IT professional responsible for providing high-quality support within a Managed Service Provider environment. This role emphasizes timely incident resolution & request fulfilment, fostering positive client relationships and using sound judgment to determine when issues should be escalated to senior technical staff. Responsibilities Deliver responsive, professional technical support across multiple customer environments. Troubleshoot and resolve incidents and service requests within agreed scope and standards. Maintain a strong customer service focus, ensuring clear and timely communication. Accurately document work performed, resolutions, and environment details. Recognise complexity, risk, or uncertainty and escalate issues appropriately. Follow established processes, security practices, and tooling standards. Tools & Technology Great experience with Microsoft 365 (core administration and user support) / Windows desktop and server environments Hybrid customer environments with on‑premises and cloud technologies Core MSP tooling such as Halo PSA, Datto and IT Glue Endpoint security and monitoring tools (e.g. Huntress, ThreatLocker) Networking fundamentals including firewalls, VPNs and switching (with escalation as required) (Desirable) exposure to AEC and engineering design platforms will be considered advantageous. Skills required Minimum of 2 years’ experience working within a Managed Service Provider environment. Experience supporting Windows‑based environments and Microsoft 365. Strong customer communication skills and professional judgement. Ability to manage multiple customers and priorities while following escalation pathways. After-Hours availability: This role does have a light after‑hours or on‑call requirement. Benefits Great progression opportunities Flexible working environment

Responsibilities

The role involves delivering responsive, professional technical support across multiple customer environments, troubleshooting incidents, and ensuring timely resolution within established standards. Responsibilities also include maintaining strong customer service, accurate documentation, and escalating complex issues appropriately.