Support Engineer (Level 2) Tickbox is hiring! We’re looking for a technically capable, customer-focused Level 2 Support Engineer to join our Service Desk team. You’ll be the bridge between our Level 1 team and senior engineers, taking ownership of tickets across diverse environments and ensuring our clients receive high-quality, timely support. This is a hands-on role suited to someone who thrives in a fast-paced MSP environment, is confident working directly with customers, and can balance technical troubleshooting with excellent communication skills. Key Responsibilities Act as an escalation point for Level 1 engineers, providing guidance and resolving issues they cannot complete. Take ownership of support tickets from start to resolution, escalating to Level 3/Engineering when necessary. Support Microsoft 365 and Entra services including Exchange Online, SharePoint, Teams, Intune, and administration of security and access policies (e.g., conditional access, MFA, compliance policies). Manage and troubleshoot Active Directory, DNS, DHCP, and Group Policy. Maintain and monitor backups, ensuring restoration processes are tested and functional. Respond to security alerts and follow established protocols to maintain client security. Perform basic network troubleshooting, including cable tracing, switch and firewall checks, and VPN support, escalating complex issues as needed. Support endpoints using RMM tools and other remote technologies. Contribute to and maintain technical documentation and process improvements. Participate in team stand-ups and share knowledge with the broader support team. Attend client sites for onsite work as required (valid driver’s license essential). Participate in the after-hours support roster. About You You’re a proactive problem-solver who is comfortable working independently but also values teamwork. You’re capable of managing multiple priorities while maintaining a customer-first mindset. Requirements Minimum 5 years experience in a service desk or MSP environment. Strong experience supporting Microsoft 365 environments, including Intune. Good understanding of Windows desktop and server environments. Familiarity with backup platforms and endpoint protection. Intermediate networking knowledge (VPN, DNS, DHCP, VLANs, basic firewall rules). Experience working with RMM and PSA platforms. Excellent communication skills, both verbal and written. Strong documentation habits and ability to follow ITIL-aligned processes. Ability to work in a hybrid environment (2 days in-office, 3 days remote). Full working rights in Australia. Relevant Microsoft or industry certifications (e.g., MS-900, MS-102, AZ-104, SC-900) are highly regarded. Equivalent experience will also be considered. Highly Desirable Experience with Autopilot and remote device provisioning. Basic PowerShell scripting for troubleshooting or automation. Exposure to supporting cloud migrations or Microsoft 365 projects. Experience supporting clients in regulated industries (e.g., legal, finance, healthcare). Our Work Environment Tickbox offers a hybrid working model, with the team in the office twice a week and working remotely the rest of the time. We pride ourselves on a collaborative culture where knowledge sharing, process improvement, and professional development are encouraged. If you’re looking for a role where you can take ownership of technical issues, work across a variety of technologies, and be part of a supportive team in a growing MSP, we’d love to hear from you. For more info about us, visit: www.tickbox.com.au
