Systems Engineer - L2

About the Role

We are seeking an experienced  Systems Engineer L2   to join a high-performing technology team delivering proactive IT support, maintenance, automation, and infrastructure services. This role is ideal for a technically strong professional with a background in managed services who enjoys working within structured processes, improving operational efficiency, and delivering exceptional customer outcomes.

You will play a key role in maintaining client environments, responding to alerts, managing service requests, supporting change control processes, and contributing to continual improvement initiatives across the business.

About the Client

You will be working with a well-established and process-driven technology services provider that helps organisations maximise the value of their IT investments. The business is committed to delivering reliable, secure, and efficient technology solutions while simplifying complex IT challenges for its clients. With a strong focus on operational excellence, customer service, and continuous improvement, the organisation fosters a collaborative environment where technical expertise and accountability are highly valued.

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Ideal Profile
Experience

Minimum 5 years of experience in IT infrastructure, systems engineering, or managed services

Proven experience working within a Managed Service Provider (MSP) environment

Strong customer-facing experience with excellent service delivery skills

Experience supporting networking, infrastructure, and security technologies

Exposure to structured operational and support processes

Technical Skills

Advanced Microsoft 365 administration

Advanced Microsoft Azure administration

PowerShell scripting and automation

Endpoint management and device compliance administration

Security operations and security best practices

Networking fundamentals and troubleshooting expertise

Security & Device Management

Experience with Microsoft Intune or similar endpoint management platforms

Understanding of Conditional Access policies

Experience supporting secure remote working environments

Nice to Have

Platforms & Tools

Kaseya platform experience

Datto RMM experience

Datto Secure Edge experience

Experience with remote monitoring and management (RMM) tools

Certifications

Microsoft certifications

Azure certifications

Networking certifications

CISSP, CISM, or equivalent security certifications

Additional Skills

AI and automation experience

Process improvement initiatives

Documentation and knowledge management expertise

Professional Attributes

Strong verbal and written communication skills

Logical and methodical troubleshooting approach

Ability to explain technical concepts in clear, user-friendly language

Strong organisational and prioritisation skills

Collaborative team player with a proactive mindset

Adaptable and able to manage competing priorities effectively

Commitment to continuous learning and professional development

ResponsibilitiesService Request Completion

Manage and complete assigned service requests according to scheduled priorities

Maintain accurate and timely time entries and service notes

Document progress, next steps, and outcomes clearly to enable seamless collaboration

Escalate issues appropriately in line with established processes

Identify opportunities for hardware refreshes and technology improvements

Maintenance Tasks

Monitor and verify backup success across managed environments

Ensure patching activities are completed and issues are resolved promptly

Maintain device security through vulnerability remediation and patch management

Support ongoing system health and operational reliability

Alert Responses

Respond to monitoring alerts and escalate incidents as required

Investigate and resolve infrastructure and system issues

Maintain and improve monitoring configurations to ensure effective coverage

Continual Improvement & Automation

Leverage tools such as Microsoft Intune to improve consistency and efficiency

Identify opportunities to automate repetitive tasks and reduce manual effort

Contribute ideas that enhance service delivery and operational performance

Customer Liaison

Communicate proactively with customers throughout the lifecycle of service requests

Provide clear updates via phone, email, and collaboration channels

Educate customers on technology best practices and support processes

Deliver a professional and customer-focused support experience

Third-Party Vendor Liaison

Coordinate with vendors and external partners to support client outcomes

Communicate progress and technical requirements effectively

Promote adherence to established operational and change management processes

Build and maintain positive working relationships with external stakeholders

Change Control Management

Participate in change management activities and approvals

Complete required change documentation and reviews

Support change implementation while minimising risk and service disruption

Ensure all changes follow established governance processes

Internal Communication

Collaborate closely with technical leadership and team members

Provide regular updates on ticket progress and project activities

Share knowledge, ideas, and recommendations for improvement

Contribute positively to team discussions and operational planning

Documentation

Maintain accurate and up-to-date technical documentation

Create documentation for new systems, processes, and solutions

Develop user guides and knowledge base resources for repeatable tasks

Ensure documentation standards are consistently upheld

How we take care of our team

💰 Get paid in Australian Dollars🏥 Medical insurance from day one for you + spouse (or parents if unmarried)🩺 Generous OPD coverage from doctor visits to all your medical needs🏡 Home office setup allowance to build your ideal workspace🌐 Internet allowance to keep you connected💪 Gym & wellness allowance to stay fit and balanced🎉 Work hard, play hard – regular team events & engagement activities🧠 Diji Assist – Mental health & counseling support when you need it📚 We invest in you – reimbursement for industry certifications🗣️ Open-door culture – your ideas and feedback always matter🌍 Flexible work – home or office, wherever you do your best work🏆 Rewards & recognition that actually recognize you🥳 Great christmas & financial year-end parties to unwind with your loved ones

 

 

 

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