Lyra Technology Group is looking for a Senior Technical Support Engineer, Level 2 to act as a senior technical leader and trusted advisor. In this role, you will manage complex customer issues from start to finish, proactively identify systemic concerns, and elevate the capability of the Technical Support team.
What You'll Do
- Take ownership and accountability for complex, high‑impact technical issues.
- Act as a senior escalation point for infrastructure, networking and Microsoft 365 issues.
- Proactively identify recurring problems, undocumented risks, and improvement opportunities.
- Mentor and support Technical Support Specialists through coaching and knowledge sharing.
- Lead customer communication during critical or sensitive incidents.
- Drive continuous improvement through documentation, automation and training initiatives.
What We're Looking For
- Minimum of 4 year's experience working within a Managed Service Provider environment.
- Broad technical experience across infrastructure, Microsoft 365, networking and security.
- Proven ability to mentor and uplift other support engineers.
- Strong accountability, judgement and customer‑facing communication skills.
- After-Hours availability: This role does have a light rostered after‑hours or on‑call requirement.
Nice to Have
- Exposure to cloud services such as Azure and AWS (e.g. Route 53) is advantageous.
- Highly beneficial; exposure to AEC and engineering design platforms.
Technical Stack
- Microsoft 365 administration (security, policies, eDiscovery)
- Windows server and desktop environments, Windows and Windows server patching
- Virtualisation technologies such as VMware and Hyper‑V
- Datacentre networking and structured cabling, DHCP, DNS, VLANs, Subnetting
- Networking, firewalls, and VPNs (including WatchGuard and UniFi)
- Backup and recovery solutions, including Veeam
- Endpoint security platforms such as Huntress and ThreatLocker
- Core MSP platforms including Halo PSA, Datto, and IT Glue
- Automation and configuration tools such as PowerShell, Group Policy, and Microsoft Intune
Benefits & Compensation
- Great progression opportunities
- Flexible working model
Work Mode
This is an office-based (local-city) position open to candidates in Sydney and Melbourne.
