Senior Technical Support Engineer, Level 2 (Melbourne or Sydney)
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
We are looking for a Senior Technical Support Engineer, Level 2 to join our operating company in either Sydney or their Melbourne office. (open to Brisbane based candidates)
The Senior Technical Support Engineer, Level 2 is a senior technical leader position responsible for managing complex customer issues from start to finish, proactively identifying underlying systemic concerns and enhancing the overall capability of the Technical Support team. This role serves as a trusted advisor to customers while setting the technical and professional standards for service delivery.
Responsibilities
- Take ownership and accountability for complex, high‑impact technical issues.
- Act as a senior escalation point for infrastructure, networking and Microsoft 365 issues.
- Proactively identify recurring problems, undocumented risks, and improvement opportunities.
- Mentor and support Technical Support Specialists through coaching and knowledge sharing.
- Lead customer communication during critical or sensitive incidents.
- Drive continuous improvement through documentation, automation and training initiatives.
Tools & Technology
- Advanced knowledge of Microsoft 365 administration (security, policies, eDiscovery / Windows server and desktop environments, Understanding of Windows and Windows server patching.
- Strong experience with virtualisation technologies such as VMware and Hyper-V
- Experience with Datacentre networking and structured cabling.
- Strong understanding of DHCP, DNS, VLANs, Subnetting.
- Networking, firewalls, and VPNs (including WatchGuard and UniFi)
- Backup and recovery solutions, including Veeam
- Endpoint security platforms such as Huntress and ThreatLocker
- Core MSP platforms including Halo PSA, Datto, and IT Glue
- Automation and configuration tools such as PowerShell, Group Policy, and Microsoft Intune
- Exposure to cloud services such as Azure and AWS (e.g. Route 53) is advantageous
- Highly beneficial; exposure to AEC and engineering design platforms
- A good foundational knowledge of ITIL principals or V4 certification.
Skills required
- Minimum of 4 year's experience working within a Managed Service Provider environment.
- Broad technical experience across infrastructure, Microsoft 365, networking and security.
- Proven ability to mentor and uplift other support engineers.
- Strong accountability, judgement and customer‑facing communication skills.
- After-Hours availability: This role does have a light rostered after‑hours or on‑call requirement.
Benefits
- Great progression opportunities
- Flexible working model