About Inspired IT
Inspired IT is a Managed Service Provider, based at 22 Parkland Road, Osborne Park, Western Australia 6017, delivering IT support and infrastructure services to clients across Western Australia. We're a close-knit, growing team that values technical depth, genuine client care, and supporting each other to build skills over time.
About the Role
As a Support Services Engineer (Level 2) within Inspired IT's Support Services team, you're an experienced technical resource who takes ownership of a broader range of incidents with greater independence, applying this across client networks, systems and end user environments in a Managed Service Provider environment supporting multiple client sites. You resolve intermediate to complex network and systems issues, serve as a reliable escalation point for Level 1 engineers, and contribute actively to team capability through mentoring and knowledge sharing. Your work combines hands-on troubleshooting, network monitoring and documentation, alongside the judgement and initiative to identify trends and drive continuous service improvement across the team, in line with our value of evolving as a business.
Key Responsibilities
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Take ownership of escalated tickets from Level 1 engineers and resolve intermediate to complex technical issues independently, engaging third-party vendors where required.
- Diagnose and troubleshoot issues across M365, networking, endpoints and server environments, performing root cause analysis on recurring or significant incidents.
- Analyse and interpret complex system design, architecture specifications and data models when configuring and integrating client computer systems.
- Research, analyse, evaluate and monitor network infrastructure across client environments to ensure networks are configured to operate at optimal performance.
- Assess network operations and recommend improvements to hardware, software, communications and operating systems across client environments.
- Monitor network traffic, activity, capacity and usage across client environments, using monitoring platforms including RMM, EDR and RocketCyber.
- Provide specialist support for network problems and emergencies, including connectivity and VPN issues, escalating unresolved matters through defined pathways.
- Perform server patching, Intune policy management, endpoint configuration, and manage M365 tenants including licensing and user enrolments.
- Mentor and coach Level 1 engineers during live incidents, and contribute to a shared knowledge base of runbooks and client documentation.
- Maintain accurate ticketing system notes, timesheets, and documentation for network inventory, faults and resolutions.
- Work closely with the Centralised Services team on complex escalations, providing detailed handovers on P1/P2 incidents.
Essential Criteria
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Minimum 2 years' experience in network and systems engineering or a closely related technical role, ideally within an MSP environment.
- A relevant IT qualification (such as a certificate, diploma or degree) together with demonstrated practical experience in a similar technical role.
- Demonstrated ability to resolve intermediate to complex network and systems issues independently.
- Demonstrated experience working in a Managed Service Provider (MSP) or similar multi-client environment, managing a fast-paced, varied workload across multiple clients.
- Solid working knowledge of network infrastructure including TCP/IP, DNS, DHCP, VLANs, routing and switching.
- Experience with server environments, including configuration, patching and administration.
- Working knowledge of Windows OS, Microsoft 365, Active Directory, Intune, Entra ID and Autopilot.
- Demonstrated experience monitoring and optimising network performance across multi-site or multi-client environments.
- Proven ability to mentor or support less experienced team members.
- Strong client service and communication skills, with the ability to explain technical concepts clearly.
- Demonstrated ability to follow processes and document work accurately.
- Valid driver's licence and reliable vehicle.
- Current Perth metropolitan residency, given the client-facing, office-based nature of the role.
- Microsoft MS-900 certification (Microsoft 365 Fundamentals), or active pursuit of same.
Desirable Criteria
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MSP environment experience.
- Microsoft 365, Azure, or networking certifications such as CCNA (or active pursuit of same).
- Experience with network monitoring tools and firewall management.
- Experience with server virtualisation platforms (e.g. Hyper-V).
- Familiarity with PSA tools such as Autotask or ConnectWise.
- Working awareness of ISO 27001 information security principles.
- Kaseya platform certifications, including Kaseya Certified Technician in Cybersecurity or equivalent.
Requirements for the Role
Employment is subject to a satisfactory National Police Check and reference checks.
Application Process
To be considered, please apply with your resume and a cover letter outlining your technical experience and your approach to resolving complex incidents and mentoring junior engineers.
Please ensure your application reflects your genuine experience and is relevant to the role.
As part of this application, you'll be asked to answer a short set of screening questions. Please note: the questions below are used to determine whether your application can progress. A response of No" to any question will mean your application is unable to proceed. Please answer honestly. Responses may be verified during the recruitment process, including through reference checks, certification verification, and proof of work history. Providing false or misleading information may result in your application being withdrawn from consideration at any stage.
Applicants must have valid working rights in Australia.
As an equal opportunity employer, we welcome applications from all backgrounds. We're committed to building a diverse and inclusive workplace where everyone is treated with respect.
Applications may be reviewed and interviews conducted prior to the closing date, so we encourage early submission.
Ø ONE TEAM Ø COMMUNICATE CLEARLY AND FREQUENTLY Ø DELIVER WOW THROUGH SERVICE Ø EVOLVE AND ADAPT DO THE RIGHT THING
