Lyra Technology Group is a private equity-backed holding company that invests 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.
We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients.
About The Position
One of our operating companies, CT Group, is looking for a Service Desk Engineer (L2) to join their team in the Perth.
As a Level 2 Service Desk Engineer, you will be providing advanced support across Microsoft 365, Windows Server, Azure AD and networking environments. You’ll resolve escalated incidents, perform root cause analysis, and deliver high-quality service to MSP clients while contributing to infrastructure improvements and continuous service enhancement.
Responsibilities
Advanced Technical Support
- Resolve escalated Level 2 incidents and service requests within SLA
- Perform advanced troubleshooting across desktop, server, cloud, and network environments
- Conduct root cause analysis and implement permanent fixes
- Escalate complex issues to Level 3 with clear documentation
Microsoft & Infrastructure Administration
- Support and administer Windows 10/11 and Windows Server environments
- Manage Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
- Support Azure AD / Entra ID identity and access management
- Troubleshoot networking components (firewalls, VPNs, switches, Wi-Fi)
- Maintain endpoint security, patching, and backup solutions
Client Communication & Service Delivery
- Provide high-quality customer support to MSP clients
- Communicate clearly on issue status, resolution, and prevention
- Participate in remote and occasional on-site support
Documentation & Continuous Improvement
- Maintain accurate ticket notes and technical documentation
- Contribute to knowledge base and SOP updates
- Identify recurring issues and recommend service improvements
- Assist with infrastructure upgrades and change management
Skills required
- Minimum of 2 years in a similar role, preferably in an MSP environment
- Experience with Office 365 / Azure / Entra / Intune
- Exposure to security related software and processes (AV, EDR, MDR, ITDR etc), VOIP Telephony (3CX preferred)
- Experience using ticketing systems
- Excellent time management and customer-centric approach
- Full drivers license and car
- Strong customer service and communication skills
- Ability to manage multiple priorities across different client environments
- Calm and methodical approach to problem-solving
- Ability to travel to site visits if required
Benefits
- Work from home up to 2 days per week
- Fully funded certifications
- Yearly Christmas event in Bali
- Great progression opportunities
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