Level 2 IT Support Engineer – Managed Services (MSP)

Job Title: Level 2 IT Support Engineer – Managed Services (MSP)

Location: Perth, Western Australia – Onsite & Remote Support

Employment Type: Full-time

About Future Logic

Future Logic is a proudly Perth-based Managed Services Provider (MSP) with a 25+ year legacy of delivering strategic, innovative, and reliable IT solutions to small and mid-sized businesses. We empower our customers through technology that works – and work hard to build long-term partnerships grounded in trust, transparency, and performance.

Our culture is collaborative, values-driven, and professional. We are passionate about service, serious about results, and always striving to deliver excellence – both internally and to our clients. If you’re someone who takes pride in solving problems, enjoys learning, and wants to be part of a close-knit and capable team, we’d love to hear from you.

About the Role

We are looking for a confident and capable Level 2 Support Engineer who thrives in the fast-paced, multi-client environment of an MSP. You’ll play a key role in supporting our customers across a broad range of technologies, providing timely, high-quality technical support, and contributing to a team that values responsibility, reliability, and results.

You will manage and resolve escalated technical support issues, liaise directly with clients and vendors, and contribute to ongoing improvement initiatives. This role offers an excellent platform to grow into project work or a Level 3/consulting position over time.

Key Responsibilities

• Provide Level 2 remote and on-site support for a wide range of clients and environments
• Take ownership of escalated support requests, working within SLAs and documenting resolutions
• Work with tools such as ConnectWise, IT Glue, and RMM platforms to manage tickets, documentation, and automation
• Support technologies including Microsoft 365, Windows Server, Azure AD, networking, firewalls, backups, and endpoint security
• Liaise with vendors, third parties, and internal teams to ensure end-to-end resolution of incidents
• Identify recurring issues and contribute to process and knowledge base improvements
• Deliver outstanding customer service, maintaining a professional and empathetic approach at all times

Who You Are

• 3+ years of experience in a Level 2 support role within an MSP environment
• Strong troubleshooting and diagnostic skills across desktop, server, and cloud infrastructure
• Confident supporting Microsoft 365, Teams, SharePoint, Azure AD, Windows Server, networking (LAN/WAN), firewalls (SonicWALL/Fortinet/Cisco), and backup platforms
• Experience using PSA/RMM tools (e.g., ConnectWise, Datto) and documentation tools
• Clear communicator with strong written and verbal English skills
• Highly accountable, process-oriented, and motivated to continually improve
• Comfortable working independently or as part of a team in a dynamic and evolving environment

Bonus Points For

• Certifications such as Microsoft (MCP/MCSA/MD-102), ITIL, or CompTIA
• Experience with PowerShell scripting or automation
• Familiarity with cloud migrations, cybersecurity, or project implementation work

What We Offer

• A supportive, values-driven team culture
• Career growth opportunities across technical and consulting roles
• Exposure to a wide range of clients, industries, and technologies
• A well-structured environment with strong processes, tools, and mentorship
• Competitive salary package ($75–90k + Super) based on experience

Ready to Apply?

If you’re an experienced MSP support professional seeking your next challenge and want to be part of a team that values professionalism, trust, and genuine impact, we’d like to hear from you.

Apply now with your resume and a short cover letter outlining your fit for the role.