At ENTAG we help businesses thrive! We are a technology services business, partnering with Australia’s largest telecommunications supplier and world leading technology providers to deliver innovative ICT services and solutions to small, large, enterprise and government customers. We have a reputation for fostering a fun yet professional work environment that encourages collaboration and growth, as well as a supportive and friendly culture that makes everyone feel valued.
- Flexible ways of working – designed to support balance with hybrid and WFH options
- Reward & recognition that matters – with award events, milestone recognition, and celebrating everyday wins
- Grow your career – supported by structured pathways and our dedicated learning platform
- Extra time for what matters – including your birthday off, service recognition leave, and the options to purchase additional annual leave
- Vibrant team culture – social events, team connection opportunities, and our popular ENTAG Move Club
- Wellbeing support – access our Employee Assistance Program whenever you need it
- Referral rewards – earn incentives through our Employee Referral Program
As a Level 2 ICT Support Engineer, you’ll play a key role in delivering exceptional technical support across a diverse technology environment. Working within our Managed Services team, you’ll investigate and resolve complex technical issues escalated from Level 1 Support, providing solutions across hardware, software, networking, cloud technologies, and Microsoft 365 environments.
Beyond technical troubleshooting, you’ll contribute to continuous improvement by maintaining accurate documentation, enhancing processes and procedures, and helping build team capability. You’ll act as a mentor to Level 1 Support Engineers, providing guidance, coaching and knowledge sharing, while also assisting with service delivery by managing Level 1 tickets during peak periods when needed.
This is an excellent opportunity for a technically capable and customer-focused professional who enjoys solving problems, collaborating with others, and making a meaningful impact on both team performance and client outcomes.
- Provide L2 support for complex and escalated hardware, software, network, cloud and Microsoft 365 issues.
- Troubleshoot and resolve incidents efficiently to minimise customer impact and downtime.
- Take ownership of escalations from L1 Support and engage L3 Engineers where required.
- Deliver exceptional customer service through proactive communication and regular updates.
- Monitor customer environments, identifying and addressing issues before they impact operations.
- Maintain accurate ticket notes, documentation and knowledge base articles.
- Support and mentor Level 1 Engineers through coaching and knowledge sharing.
- Assist with project deployments, technology rollouts and service improvements.
- Meet team objectives, including SLAs, utilisation targets and time recording requirements.
- Demonstrate behaviours aligned with Entag’s values of Care, Partner, Empower and Elevate.
- Participate in an on-call roster and work rostered shifts between 7:00am and 7:00pm as required.
- Strong technical knowledge across Windows, macOS, networking, server infrastructure and business applications.
- Proven troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues.
- Excellent communication skills, with the ability to translate technical information into clear, user-friendly language.
- A customer-first mindset, focused on delivering exceptional service and building trusted relationships.
- A collaborative team player who enjoys sharing knowledge and working across teams.
- The ability to prioritise competing tasks and adapt in a fast-paced environment.
- Strong attention to detail, with a commitment to accurate documentation and quality outcomes.
- Experience coaching, supporting and upskilling team members is highly regarded.
- A Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline (desirable).
- Industry certifications in technologies such as Fortinet, Meraki, Azure, Microsoft 365, Microsoft Teams, Intune or related platforms, or a willingness to work towards certification as part of a structured learning pathway.
- 3+ years’ experience in a technical support, service desk or help desk role, including experience operating at a Level 2 support level, ideally within a Managed Services environment.
- Hands-on experience supporting and administering Microsoft 365 environments.
- Demonstrated experience across network, infrastructure and/or modern workplace technologies, including solutions such as Fortinet, Meraki, Azure IaaS, Microsoft 365, Microsoft Teams and Intune.
- A passion for continuous learning and staying current with emerging technologies and industry best practices.
If this role sounds like you, apply by submitting your cover letter and resume. Please note that the short-listing process will commence immediately, and applicants successful through the short-listing process will be contacted.
