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. 

About the Position

Lyra Technology Group is looking for an IT Support Engineer, Level 2 to join their team in Melbourne, Victoria.

This role will involve working independently onsite as the sole technical resource, so strong technical judgement, communication skills and the ability to confidently represent the business with customers are essential.

The successful candidate will work closely with customers across multiple sites, with the majority of the role performed remotely and typically 1 day per week onsite, increasing to 2 days where required by client needs.

Responsibilities

• Own and resolve Level 2 technical issues from initial escalation through to successful resolution.
• Act as a senior technical escalation point and a go-to resource for complex technical issues.
• Provide hands-on technical support across customer environments, including hardware, networking, infrastructure and Microsoft technologies.
• Troubleshoot and configure network equipment, systems and hardware as required.
• Support hardware-related relocations, installations and configuration activities across customer sites.
• Travel between multiple client sites as required, with travel costs reimbursed based on kilometres travelled.
• Lead customer communication and provide clear, professional updates throughout complex technical issues.
• Proactively identify recurring issues, technical risks and opportunities to improve customer environments.
• Maintain strong ticket ownership, documentation and communication throughout all work.
• Work closely with Team Leaders and the Service Delivery Manager to maintain service quality and customer commitments.
• Support knowledge sharing and provide technical guidance to other members of the team.
• Contribute to documentation, process improvements and the ongoing development of service delivery practices.
• Participate in projects and work collaboratively with the broader Client Solutions team.
• Demonstrate strong technical judgement, accountability and professional maturity when working independently with customers.

Skills Required

• 3+ years’ experience in a Level 2 IT support or similar technical role.
• Strong experience working within an MSP or customer-focused IT environment.
• Demonstrated ability to act as a senior or “go-to” technical resource for colleagues.
• Strong troubleshooting, analytical and problem-solving skills.
• Hands-on experience with hardware configuration, relocations and technical installations.
• Solid networking knowledge, including network equipment configuration and troubleshooting.
• Strong knowledge of Microsoft environments and end-user technologies.
• Experience supporting customers across multiple locations.
• Ability to work independently onsite while maintaining strong communication with remote teams and customers.
• Excellent written and verbal communication skills.
• Strong customer service mindset, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Demonstrated ability to take ownership, manage competing priorities and see issues through to resolution.
• A proactive approach to identifying problems and improving processes, systems and documentation.
• A current driver’s licence and access to a reliable vehicle, as travel between client sites will be required.

Benefits

• Ongoing professional development and funded certification support.
• Flexible working arrangements, WFH and onsite 1-2 days
• Regular team events and social activities.
• Collaborative, supportive and high-performing team culture.