Service Desk Technician, Level 2 – Newtrend IT

Lyra Technology Group is a private equity-backed holding company that invests in 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. 

 Our Operating Company, Newtrend IT, is after an experienced Level 2 Service Desk Technician to join their supportive Managed Services team in Kewdale. This is a great opportunity for someone with solid MSP experience who enjoys solving technical problems, working with Microsoft 365 environments and providing high-quality service to a diverse client base.

Responsibilities

• Provide Level 2 technical support across multiple managed services clients and technology environments.
• Own escalated incidents and service requests from investigation through to resolution, handover or closure.
• Diagnose and resolve technical issues using remote support tools, logs, monitoring platforms, vendor resources and sound technical judgement.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive and Microsoft 365 Apps.
• Manage users, groups, licences, mailboxes, permissions and access through Microsoft 365 and Microsoft Entra.
• Support identity and access technologies, including MFA, password resets and approved Conditional Access processes.
• Troubleshoot Windows 10/11 endpoints, applications, printers, mobile devices and other common business technology.
• Support Active Directory, Microsoft Entra join, Group Policy, authentication, patching and endpoint management.
• Troubleshoot common networking issues involving TCP/IP, DNS, DHCP, VLANs, Wi-Fi and VPNs.
• Assist with endpoint and email security, firewalls, backups, servers, virtualisation and other infrastructure technologies as required.
• Provide practical support and knowledge sharing to Level 1 technicians.
• Participate in planned maintenance, onsite support and after-hours coverage where required.

Skills required

• A minimum of 3 years’ experience demonstrating Level 2 experience, ideally within a Managed Service Provider
• Strong practical knowledge of Microsoft 365, particularly Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID.
• Good understanding of Windows desktop support, identity and access management and common business applications.
• Solid general networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting.
• Experience working across multiple client environments with competing priorities.
• Ability to independently investigate technical issues, identify root causes and implement safe, effective solutions.
• Experience working to SLAs and maintaining high-quality ticket documentation.
• Strong customer service skills with the ability to explain technical issues clearly to non-technical users.

Benefits

• A genuinely supportive team environment, with a Team Leader and experienced technical escalation support alongside you.
• Two work-from-home days per month, providing flexibility while maintaining the benefits of a collaborative team environment.
• Genuine autonomy to build standards, processes and high-performing teams.
• Ongoing professional development and leadership growth opportunities.
• Be part of a values-driven organisation that believes in accountability, respect, teamwork and doing the right thing.