Level 2.5 / 3 IT Support Engineer

Downtime Assassin, one of WA's leading MSPs and a multi‑award winning provider of IT services, is looking for a highly skilled Level 2.5/3 IT Support Engineer to join our growing team. We support a diverse range of businesses across WA and nationally, with strong growth in the Construction sector. As we scale, we need a senior engineer who can take ownership of key technologies, lead projects, and provide escalation support to the team. About the Role You will work closely with the Service Delivery Manager and act as a senior escalation point for Level 1 and Level 2 engineers. You will manage complex support issues, deliver technical projects, and maintain your own client portfolio. You will also take ownership of important internal and external portfolios, strengthening our capabilities across infrastructure, security, networking, disaster recovery and cloud technologies. National travel opportunities are available for project work, onsite deployments and client engagements, making this an excellent role for someone who enjoys variety and mobility. This is a hands‑on role for a confident engineer ready to lead, mentor and help shape the way we deliver high‑quality managed services. Key Responsibilities Provide escalation support to Level 1 and Level 2 engineers Lead and manage core business portfolios across infrastructure, security, networking and M365 Deliver onsite and remote support for complex technical issues Plan, implement and document projects from start to finish Conduct onsite client consultations and technical assessments Improve internal processes, documentation and best practices Maintain and monitor systems across Datto RMM, EDR, SaaS Protection and BCDR Support clients with cyber maturity initiatives including Essential Eight, DISP and ISO 27001 alignment Work towards KPIs and help maintain our platinum‑level service standards Participate in interstate and regional travel for project delivery and client work Required Skills and Experience Technical Skills Kaseya One Suite – Datto RMM, EDR, SaaS Protection, Datto BCDR Windows Server (On‑Prem and Cloud) – AD, DHCP, DNS, RRAS, Group Policy, server migrations ConnectWise Manage – ticketing, workflow and documentation Disaster Recovery – Veeam and Datto BCDR Microsoft 365 Administration – Exchange Online, Teams, SharePoint, licensing Microsoft Intune / Endpoint Manager – compliance, app deployment, autopilot Microsoft SharePoint – site builds, permissions, migrations Cyber Security frameworks – Essential Eight, DISP fundamentals, ISO 27001 basics Mobile Device Management (iOS and Android) Fortinet and Ubiquiti networking – WAPs, routers, VPNs, VLANs, firewall configuration Professional Skills Able to mentor and guide junior engineers Strong written and verbal communication Confident and professional in face‑to‑face client interactions Solid project management and documentation capability Excellent troubleshooting and lateral thinking skills Able to work under pressure and manage competing priorities Qualifications and Requirements 3 to 4 years experience in an MSP or similar fast‑paced support environment Experience handling technical escalations Current WA driver's licence Australian Citizenship or Permanent Residency What We Offer Supportive and modern working environment Clear pathways for progression and certification Regular team social events Annual all‑expenses‑paid Christmas getaway for staff and families National travel opportunities for projects and client work Access to advanced MSP tooling and current technologies Salary $85,000 to $105,000 + Super + Bonuses , depending on skills and experience. Apply Now If you're a driven senior engineer who wants to lead, mentor, and take ownership of high‑impact technical work while delivering exceptional outcomes for clients across Australia, we want to hear from you. #J-18808-Ljbffr