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

One of our operating companies, PKCG, is looking for an IT Support Engineer, Level 2 to join their team in Brisbane, Queensland. PKCG is a leading Managed Services Provider specialising in the Architecture, Engineering and Construction (AEC) industry who delivers managed IT services, cybersecurity, cloud solutions, modern workplace technologies and strategic technology consulting to organisations across Australia.

As an IT Support Engineer, Level 2 you will take ownership of complex technical issues, act as a senior escalation point, and help drive exceptional outcomes for our customers. You’ll be a trusted technical advisor, proactively identifying risks and recurring problems while helping to uplift the wider Client Solutions team through coaching, knowledge sharing and continuous improvement.

This is a hands-on role for someone who enjoys solving challenging technical problems, taking ownership from start to finish, and being the person others turn to when things get complex.

Responsibilities

• Own and resolve complex and high-impact technical issues from initial escalation through to successful resolution.
• Act as a senior escalation point across infrastructure, networking and Microsoft 365 environments.
• Lead customer communication during critical, sensitive or high-impact incidents.
• Proactively identify recurring issues, technical risks and opportunities to improve customer environments.
• Mentor and support Level 1’s through coaching, ticket reviews and knowledge sharing.
• Drive improvements across documentation, automation, training and service delivery processes.
• Maintain strong ticket ownership, documentation and communication throughout complex work.
• Support the team in maintaining SLA performance, ticket health and customer commitments.
• Participate in rostered after-hours and on-call support as required.
• Lead by example, demonstrating strong technical judgement, accountability and professional maturity.

Skills Required

• Strong experience in Level 2 IT support within an MSP or similar customer-focused environment.
• Advanced Microsoft 365 administration experience, including security, policies and eDiscovery.
• Strong knowledge of Windows and Windows Server environments and patching.
• Experience with virtualisation technologies such as VMware and Hyper-V.
• Solid networking knowledge, including DHCP, DNS, VLANs, subnetting, firewalls and VPNs.
• Experience with networking and security technologies such as WatchGuard and UniFi.
• Experience with backup and recovery solutions, particularly Veeam.
• Knowledge of endpoint security platforms such as Huntress and ThreatLocker.
• Experience with MSP platforms such as Halo PSA, Datto and IT Glue.
• Strong PowerShell, Group Policy and Microsoft Intune capabilities.
• Excellent troubleshooting, analytical and problem-solving skills.
• Strong written and verbal communication skills, with the ability to confidently communicate with customers during complex or sensitive situations.
• Demonstrated ability to take ownership, manage priorities and see issues through to resolution.
• A proactive approach to identifying problems and improving processes, systems and documentation.

Benefits

• Ongoing professional development and funded certification support.
• Modern technology stack including HaloPSA, Microsoft technologies and automation platforms.
• Flexible working arrangements, 1 day WFH
• Regular team events and social activities.
• Collaborative,supportive and high-performing team culture.