About the Consultancy
Join a leading international consultancy delivering managed services, infrastructure support, and enterprise IT solutions to large organisations across Australia and globally. Known for strong service delivery capability and long‑term client partnerships, this consultancy provides opportunities to work across complex environments while continuing to build deep technical and customer‑facing skills.
About the End Client
The end client is a large organisation operating a complex IT environment requiring high‑quality onsite and infrastructure support. This role supports a managed services engagement, working closely with infrastructure and application management teams to ensure stability, performance, and security across the environment.
About the Role
An exciting opportunity exists for an experienced Support Engineer (Level 2/3) to join an onsite and hybrid desktop & infrastructure support team. You will provide hands‑on support across end‑user computing, infrastructure, and network services, while acting as an escalation point for complex technical issues.
This is a predominantly onsite role, requiring regular attendance at customer locations in Jandakot (primary) and Perth CBD (secondary).
Key Responsibilities
- Provide Level 2/3 onsite and remote support across desktop, infrastructure, and network environments.
- Act as an escalation point for complex tickets from the onsite support team.
- Support end users across multiple channels including phone, email, and face‑to‑face interactions.
- Troubleshoot and resolve incidents across Microsoft, infrastructure, and network technologies.
- Work closely with infrastructure and application management teams to resolve issues efficiently.
- Contribute to service improvement initiatives and maintain high customer satisfaction.
- Handle difficult tickets with professionalism, clarity, and strong communication skills.
- Support patching, vulnerability remediation, and security‑related activities in collaboration with security teams.
Experience
- Minimum 2+ years’ experience in a Level 2 or higher support role within an MSP or broad enterprise IT environment.
- Experience working in onsite customer environments.
- Strong ticket handling and escalation management experience.
- Microsoft 365: Office 365, SharePoint, Exchange Online
- Endpoint & security: Intune, Defender, MFA (Okta)
- Active Directory: user accounts, GPOs, group management
- Windows desktops in AD and Azure environments
- Windows Server, RDS, Azure Virtual Desktop (AVD)
- PowerShell / batch scripting for automation
- SCCM / MEMCM administration
- OS and application patching (SCCM, WSUS, RMM tools)
- Service management tools (ServiceNow preferred)
- Backup solutions (Commvault preferred)
- Virtualisation: VMware / Hyper‑V
- Storage: NAS / SAN
- Networking (L2/L3): VPN, DNS, wireless LAN
- Switches, firewalls, wireless access points (Fortinet desirable, not essential)
- Strong communicator with the ability to explain technical concepts clearly to non‑technical users.
- Confident dealing with challenging issues and escalations.
- Self‑motivated, proactive, and eager to contribute to team and client success.
- Customer‑focused mindset with strong attention to detail.
- Opportunity to work in a hands‑on, customer‑facing support role within a complex environment.
- Exposure to a broad range of modern infrastructure, cloud, and security technologies.
- International consultancy environment with strong delivery standards.
- Stable engagement with long‑term potential.
Please upload your CV to apply. Suitable candidates will be contacted with next steps and may be required to complete additional selection criteria.
For further information, contact:
📞 Farbar Siddiq – 0489 922 211
📧 farbars@whizdom.com.au
Candidates must be willing to undergo pre‑employment screening as required.
