Onsite IT Support Technician, Level 2 - Unified IT

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, Unified IT, is looking for an experienced IT Support Technician, Level 2 to join their growing team.

This is a unique opportunity for a customer-focused IT professional who thrives in a managed services environment and enjoys building strong relationships with clients. As the embedded IT Support Technician, you will be based primarily onsite with one of their key Sydney clients, acting as the face of Unified IT while delivering exceptional technical support, maintaining secure and high-performing environments, and driving outstanding customer experiences.

You will combine hands-on technical expertise with proactive problem-solving, ensuring incidents are resolved efficiently, systems remain secure, and clients receive the highest level of service.

Reporting directly to the CEO, you will play a critical role in maintaining the tactical heartbeat of our managed services delivery.

Responsibilities

• Provide onsite and remote technical support across client environments, ensuring incidents and service requests are managed within agreed SLAs.


• Take ownership of assigned tickets, prioritising based on business impact and urgency rather than ease of resolution.


• Troubleshoot and resolve issues across Microsoft 365, Intune, Azure, SharePoint, endpoint devices, networking, and related technologies.


• Escalate complex issues to senior engineers with clear, detailed documentation to facilitate rapid resolution.


• Maintain a strong security-first mindset, verifying user identities, managing access requests appropriately, and responding promptly to security alerts and potential threats.


• Adhere to ISO 9001 and ISO 27001 standards and all internal policies and procedures.


• Create and maintain accurate technical documentation, contributing to knowledge base development and continuous service improvement.


• Identify opportunities to eliminate inefficiencies and improve support processes.


• Deliver exceptional customer service through clear communication, empathy, and proactive engagement.


• Translate technical issues and solutions into simple, easy-to-understand language for non-technical users.

Skills required

• 2-5 years' experience in an IT Support or Service Desk role.


• Previous experience working for a Managed Service Provider.


• Experience providing onsite support within customer environments.


• Strong technical expertise across the Microsoft ecosystem, including:
  
  
  
  • Microsoft 365
  
  
  • Microsoft Intune
  
  
  • Microsoft Azure
  
  
  • SharePoint Online
  
  
  
  


• Experience managing and supporting endpoint devices and user environments.


• Strong understanding of security best practices and access management.


• Excellent written and

Benefits

• Exposure to meaningful, enterprise technology projects.


• Supportive, collaborative team culture focused on growth and innovation.


• Opportunity to work closely with clients and make a visible impact on their success.


• Ongoing professional development and learning opportunities.


• A role that combines technical challenge, customer engagement, and career growth.