Helpdesk Support Engineer, Level 2 - Secom

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.  

About The Position

One of our operating companies, Secom Technology, is looking for a Helpdesk Support Engineer, Level 2 to support their team in Kingsgrove, Sydney.

As a Helpdesk Support Engineer, Level 2, you will play a key role in our technical support team, working directly with clients to resolve a wide range of IT issues. This position is ideal for someone looking to build on their foundational skills while gaining hands-on experience across networking, Windows Server, backups, and end-user support.

You’ll manage support requests, collaborate with Level 1 Engineers to resolve more complex issues and help ensure client systems remain secure and reliable. The role offers strong opportunities for technical growth and career progression within a supportive, forward-thinking team.

Responsibilities:

• Respond to client IT support requests via phone and email, delivering clear, timely resolutions in line with Service Level Agreements (SLAs).
• Build and maintain strong client relationships through effective communication and a high standard of customer service
• Network Troubleshooting: Assist in managing and resolving issues related to network configurations, including VLAN setup and basic firewall rules.
• Server & Virtualization: Support Windows Server environments with Hyper-V, including tasks such as monitoring, basic VM management, and assisting in replication tasks.
• Unified Communications: Provide support for VoIP systems, including setup and troubleshooting basic issues related to call routing and device configurations.
• Microsoft 365 Support: Assist with user management, email configurations, and basic troubleshooting within Microsoft 365, including Exchange and Intune.
• Backup Management: Monitor Backup Software, ensuring backups are completed successfully and addressing basic recovery tasks as needed.
• Workstation Support: Resolve common hardware, software, and connectivity issues for client workstations, escalating more complex problems to Level 3 Support.

Technical and personal skills required

• Minimum of 2 years in a Level 2 Support role, preferably within a Managed Service Provider environment.
• Proficiency with firewalls, including basic rule management and network troubleshooting.
• Knowledge of Windows Server and Hyper-V, including virtual machine management and monitoring.
• Familiarity with network infrastructure, including VLAN configuration and wireless network support.
• Experience with Microsoft 365, particularly in user management and email configuration.
• Basic experience with VoIP systems and backup software is advantageous.
  
• Strong ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.
  Strong documentation skills, ensuring all work is accurately recorded and accessible for future reference.

 Benefits

• Hybrid work environment
• Work closely with some of Australia’s leading clubs and golf venues
• Be part of a growing MSP with strong industry partnerships
• Gain exposure to diverse clients and cutting-edge technologies