IT Support Engineer ( Level 2/3 )

About Our Company:

We are a dynamic IT services company based in Perth, Australia, serving a diverse clientele of SMBs and Enterprises. Our clients, operating both nationally and internationally, have high standards for IT infrastructure reliability and expect top-notch expertise from their IT services provider. We offer on-site support in the Perth Metro area and remote support for clients with global operations.

About You:

Are you a passionate IT professional with a strong skill set for resolving complex technical challenges? Are you enthusiastic about tackling demanding projects and making a significant contribution to a dynamic team? If so, we have an exciting opportunity for you! We’re currently seeking a talented IT Support Engineer with Level 3 responsibilities to join our expanding team.

This role offers a broad scope, involving multiple technologies, and provides limitless potential for advancing your technical knowledge and career. We present the problems, and your love for solving them is what will drive your success.

Please Note:

This role is best suited for candidates with a minimum of 6 years of experience. If you’re in the early stages of your career or a fresher, this may not be the right fit for you.

Key Responsibilities:

  1. High-Level Technical Support: Provide expert technical support to our clients, addressing complex hardware and software issues with precision and efficiency.
  2. Network Administration: Undertake advanced network administration tasks, including configuring routers, switches, firewalls, and implementing security protocols to maintain robust network security.
  3. Escalation Management: Take ownership of escalated technical tickets, ensuring their timely resolution while meeting service level agreements (SLAs).
  4. Proactive Solutions: Collaborate with cross-functional teams to identify and implement proactive solutions that enhance system performance and stability.
  5. Root Cause Analysis: Conduct comprehensive root cause analysis for recurring issues and propose long-term solutions to prevent future incidents, prioritizing long-term system health.
  6. Mentorship: Act as a mentor to Level 1 and Level 2 support engineers, providing technical expertise and fostering knowledge sharing within the team.
  7. Continuous Learning: Stay updated on the latest industry trends, technologies, and best practices to improve our IT support services continually.
  8. Project Involvement: Assist in the deployment of new systems, software upgrades, and infrastructure projects, contributing to the growth and enhancement of our clients’ IT environments.
  9. Documentation: Maintain accurate documentation of configurations, procedures, and troubleshooting steps to ensure transparency and efficiency in IT operations.


  • A minimum of 4 to 6 years of experience in a technical IT role, with a specific focus on Microsoft Systems and VMware administration, encompassing at least 3 to 5 years of expertise in the core areas of Windows Server, Hyper-V, VMware, Data Centre Hardware, Firewalls, Routers & Switches, and Wireless technologies.
  • Proficiency and confidence in working with a wide range of Microsoft technologies, including On-Premises Active Directory (AD), Azure Active Directory, On-Premises Exchange, Exchange Online, Office 365 Applications, SharePoint, Microsoft Teams, and server administration tasks such as DHCP, DNS, RDP, and Group Policy.
  • A bachelor’s degree in computer science, Information Technology, or a related field is preferred. However, equivalent work experience may be considered.
  • Proven experience in an IT support role with Level 2/3 responsibilities, showcasing expertise in resolving complex technical issues.
  • Demonstrated experience in administrating VMware and Microsoft Servers.
  • In-depth knowledge of network protocols, security principles, and infrastructure components.
  • Exceptional problem-solving skills, with the ability to think analytically and perform effectively under pressure.
  • Outstanding communication and interpersonal skills, enabling the explanation of technical concepts to non-technical users.
  • Possession of relevant certifications is highly desirable, including but not limited to CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA).
  • Ability to work both independently and collaboratively as part of a team, demonstrating a strong sense of accountability and unwavering attention to detail.
  • Valid driver’s license and reliable transportation for travel to various customer sites, including metro and regional areas, and mine sites

These prerequisites are designed to ensure that candidates possess the necessary qualifications and skills to excel in the role of a Level 3 IT Systems Engineer while contributing effectively to the team’s success.


  • Working in an Enterprise / Services environment
  • ITIL Certification
  • MCSE, CCENT, CCNA, VCP, A+ certifications are highly regarded.
  • Good understanding of Dell Servers and End User Technologies
  • EMC Storage experience
  • Backup Systems experience
  • Any experience with managing projects and BA style responsibilities highly favourable
  • Experience with ticketing systems and RMM tools


Join our team and be part of a company that values your skills and offers opportunities for growth and professional development. We provide a supportive work environment, competitive compensation, and comprehensive benefits package.

To apply, please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role. We look forward to reviewing your application and potentially welcoming you to our team!

Note: Only shortlisted candidates will be contacted for an interview.

Employer questions

Your application will include the following questions:
  • Do you have mine site experience?
  • Which of the following statements best describes your right to work in Australia?
  • How many years’ experience do you have as an Information Technology Support Engineer?
  • What’s your expected annual base salary?
  • Do you have a current Australian driver’s licence?

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