ICT Level 2 Support

Portal Technology is a leading provider of Managed ICT, Cyber Security and bespoke ICT Solutions across Northern Australia. Our customer base ranges from SMB through to Corporate, NFP, Government and Education. Due to further growth, Portal Technology is seeking additional enthusiastic, lateral thinking ICT modern Workplace Engineer Support Role. The Modern Workplace Engineer (Level 2) is responsible for delivering high-quality technical support, endpoint management, and Microsoft 365 modern workplace solutions across the organisation or MSP client base. This role acts as an escalation point for Level 1 technicians, providing deeper technical troubleshooting, performing proactive environment maintenance, and enabling secure, productive digital workplaces. The Level 2 Engineer will support a range of modern workplace technologies, including Microsoft 365, Intune, Azure AD/Entra ID, SharePoint Online, Teams, and core network/endpoint infrastructure. The position requires strong customer service skills, excellent documentation practices, and the ability to communicate technical solutions clearly to both technical and non‑technical users. Key Responsibilities 1. Technical Support & Escalations Provide Level 2 troubleshooting for incidents, service requests, and escalations from the Service Desk. Diagnose and resolve issues relating to: Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive). Printers, networks, authentication, VPN, MFA, SSO, and identity access issues. Perform onsite support when required, including hardware installs and troubleshooting. Liaise with third‑party vendors and escalates to Level 3/engineering where appropriate. 2. Modern Workplace Administration Manage and administer Microsoft 365 tenants, including user provisioning, licensing, security, and compliance. Configure and support modern management platforms: Entra ID identity management (conditional access, security policies, role‑based access). Assist in the rollout of new workplace technologies and productivity tools. 3. Endpoint & Security Management Maintain and support endpoint security controls (Defender for Endpoint, antivirus, patching, updates). Apply Essential 8 and security‑hardening standards to user devices where applicable. Assist with monitoring, alerting, and remediation of endpoint security events. 4. Customer Service Deliver a high‑touch, customer‑centric support experience across phone, remote, and onsite interactions. Communicate effectively with stakeholders at varying technical levels. Maintain accurate records of work performed in ticketing systems (ITSM). 5. ICT Operations & Projects Assist with project tasks such as: Device refresh projects Cloud migrations SharePoint/Teams migrations or optimisation Contribute to documentation, knowledge base articles, and standard operating procedures. Support continuous improvement activities aligned to best practices (ITIL, security frameworks). Required Skills & Experience Technical Skills 2–4+ years experience in Level 1–2 helpdesk or IT support role. Strong troubleshooting skills across: Windows 10/11 Microsoft 365 Networking fundamentals (DNS, DHCP, VPN, firewalls) Experience supporting hardware (laptops, desktops, peripherals). Understanding of cybersecurity fundamentals and modern security practices (MFA, conditional access, endpoint protection, device compliance). Previous MSP experience (highly regarded). Familiarity with: SharePoint administration Basic scripting (PowerShell preferred) Essential 8 uplift initiatives or NIST/ISO frameworks Experience in higher education or government/NFP environments desirable. Soft Skills Excellent communication and interpersonal skills. Ability to prioritise and manage multiple tickets and competing deadlines. High level of accuracy and attention to detail. Ability to work independently and within a team. Proactive attitude towards identifying improvements in support processes. Qualifications Certificate IV, Diploma, or Bachelor’s degree in IT, Networking, Cybersecurity, or related discipline (preferred, not mandatory). Microsoft certifications highly desirable: MD-102 (Modern Desktop Administrator Associate) MS-102 (Microsoft 365 Administrator Associate) ITIL Foundation certification an advantage. Key Performance Indicators (KPIs) SLA response and resolution times. Customer satisfaction and feedback scores. Quality of documentation and adherence to processes. Reduction in repeated incidents (root‑cause focus). Contribution to modern workplace optimisation and security improvements. Wages will be based on applicant skill base and experience and will align with industry. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr