Own the hard tickets. Mentor the team. Drive the standard.
Who we are
At Inspired IT, we don’t just deliver IT support — we deliver WOW. We’re a growing Managed Service Provider (MSP) based in Perth, built on strong values: Integrity, Communication, One Team, Deliver WOW, and Evolve. Our engineers are the backbone of everything we do, and our clients rely on us to keep their technology running smoothly and securely.
The role
We’re looking for an experienced Support Services Engineer at Level 2 who is ready to take ownership of complex incidents, act as a trusted escalation point for our L1 team, and contribute to continuous improvement across our service desk.
This is a hands-on technical role where you’ll resolve intermediate to complex issues across M365, networking, endpoints, and server environments — independently and with initiative. You’ll also play a key role in mentoring junior engineers and raising the capability of the team around you.
Key responsibilities
- Take ownership of escalated tickets from L1 engineers and resolve complex incidents independently
- Diagnose and troubleshoot issues across M365, networking, endpoints, and server environments
- Engage third-party vendors and lead resolution through to closure
- Perform root cause analysis on recurring or significant incidents
- Provide technical guidance and coaching to L1 engineers during live incidents
- Contribute to the knowledge base through runbooks, how-to guides, and peer-to-peer sharing
- Manage server patching, Intune policy management, and complex M365 admin tasks
- Maintain accurate ticket notes and timesheets to a high standard
- Identify recurring issues and escalate with recommendations for process improvement
- Collaborate with the Centralised Services team on complex escalations
- Support small projects and system implementations as directed
What you’ll bring
- Minimum 2 years’ experience in IT support, ideally within an MSP environment
- Demonstrated ability to independently resolve intermediate to complex technical issues
- Solid working knowledge of Windows OS, Microsoft 365, Active Directory, and networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with Intune, Entra ID, and Autopilot for endpoint management
- Proven ability to mentor or support less experienced team members
- Strong communication skills — able to explain technical concepts clearly to clients and peers
- High attention to detail with a commitment to accurate documentation
- A proactive, solutions-focused mindset with the initiative to improve processes
Desirable
- Microsoft 365 or Azure certifications (or actively pursuing them)
- Experience with server environments, virtualisation, or firewall management
- Familiarity with PSA tools such as Autotask or ConnectWise
Requirements for the role
- Valid driver’s license
- Ability to travel within the Perth metro area to client sites
- Availability to work onsite from our Osborne Park office (this is not a hybrid role)
- Flexibility to support clients outside standard hours and participate in the on-call roster when required
- Employment subject to a satisfactory police check and references
What’s on offer for you
- Recognition and rewards for outstanding performance
- Your birthday off every year
- Career growth and development opportunities
- Supportive and inclusive team environment
- A strong team culture aligned to our i-CODE values
- Regular social events
Application process
To be considered, apply with your resume and a cover letter outlining your technical experience and approach to resolving complex incidents and mentoring junior engineers.
Please ensure your application reflects your true experience and is relevant to the role.
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.
Applicants must have valid working rights in Australia. Applications may be reviewed and interviews conducted prior to the closing date, so we encourage early submission.
