Level 2 Technical Support Engineer

A Level 2 Technical Support Engineer role providing remote technical support for desktop, server, cloud, and Microsoft 365 environments within a Managed Service Provider (MSP) setting, supporting Australian businesses.

Location: Remote (Australia)

Salary: To Be Determined

Responsibilities

• Provide Level 2 support across desktop, server, cloud, and Microsoft Office 365 environments.
• Diagnose and resolve technical issues including workstation failures, printer connectivity, email issues, user access requests, and network-related incidents.
• Manage and prioritize support tickets escalated through help desk systems.
• Escalate complex issues to senior engineers or Level 3 support when required.
• Assist with device provisioning, software deployment, patch management, and onboarding/offboarding activities.
• Monitor and maintain client systems to ensure performance, uptime, and security.
• Maintain accurate documentation of troubleshooting steps, support activities, and resolutions within the ticketing platform.
• Deliver professional and customer-focused technical support.
• Follow cybersecurity best practices and data privacy requirements when handling client information.
• Adapt to varying Australian time zones and client operational requirements.
• Maintain a secure, reliable, and professional remote work environment.

Requirements

• 3–5 years of experience in Technical Support, Help Desk, IT Support, or Managed Service Provider (MSP) environments. MSP experience is highly regarded.
• Strong experience supporting Windows desktop environments and Microsoft Office 365 administration.
• Knowledge of server administration, cloud platforms (Azure and/or AWS), and networking fundamentals including LAN/WAN, VPN, DHCP, and DNS.
• Strong troubleshooting and problem-solving abilities with a methodical approach to issue resolution.
• Excellent written and verbal English communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage multiple support requests, and adapt to new technologies and systems.
• Relevant certifications such as CompTIA Network+, Security+, Microsoft certifications, ITIL, or related IT qualifications are advantageous but not essential.

Benefits

• Genuinely caring Leadership Team
• Competitive salary package
• Company-provided full set-up for desktop/laptop with a back-up internet
• Free pre-employment Medical Assessment (T&C apply)
• HMO on the first day of hire
• 15 Vacation Leaves and 5 Sick Leaves
• Annual Performance Reviews
• Unlimited Employee Referral Incentives
• Employee Loan Facilities
• Social Clubs and Interest Workshops
• Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance
• Statutory Benefits: Maternity, Paternity and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays

Additional Information

• This role is fully remote within Australia, supporting Australian businesses.
• The employer is Boomering, an ISO-certified BPO company in Clark Freeport Zone, Pampanga, Philippines, with a focus on growth, excellence, and employee well-being.