Technical Support Engineer, Level 1

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Lyra Technology Group is seeking a Technical Support Engineer, Level 1, to join its Brisbane team in a full-time onsite MSP role. You’ll deliver responsive support across mixed on prem and cloud environments, using Microsoft 365, Windows desktop and server, Halo PSA, Datto and IT Glue, plus endpoint security tools and basic networking, while maintaining clear, timely communication and following escalation paths. The role rewards strong customer focus and sound judgment in incident resolution and documentation. Ideal candidates have 2+ years in an MSP, are comfortable with after hours support, and can juggle multiple clients. To apply, tailor your resume to MSP processes, quantify outcomes, and highlight tooling and collaboration skills.

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

We are looking for a Technical Support Engineer, Level 1 to join our operating company in Brisbane.

The Level 1 Technical Support Engineer is a customer-oriented IT professional responsible for providing high-quality support within a Managed Service Provider environment. This role emphasizes timely incident resolution & request fulfilment, fostering positive client relationships and using sound judgment to determine when issues should be escalated to senior technical staff.

Responsibilities

• Deliver responsive, professional technical support across multiple customer environments.
• Troubleshoot and resolve incidents and service requests within agreed scope and standards.
• Maintain a strong customer service focus, ensuring clear and timely communication. 
• Accurately document work performed, resolutions, and environment details.
• Recognise complexity, risk, or uncertainty and escalate issues appropriately.
• Follow established processes, security practices, and tooling standards. 

Tools & Technology 

• Great experience with Microsoft 365 (core administration and user support) / Windows desktop and server environments
• Hybrid customer environments with on‑premises and cloud technologies 
• Core MSP tooling such as Halo PSA, Datto and IT Glue
• Endpoint security and monitoring tools (e.g. Huntress, ThreatLocker)
• Networking fundamentals including firewalls, VPNs and switching (with escalation as required) 
• (Desirable) exposure to AEC and engineering design platforms will be considered advantageous.

Skills required

• Minimum of 2 years’ experience working within a Managed Service Provider environment.
• Experience supporting Windows‑based environments and Microsoft 365.
• Strong customer communication skills and professional judgement.
• Ability to manage multiple customers and priorities while following escalation pathways.
• After-Hours availability: This role does have a light after‑hours or on‑call requirement.

Benefits

• Great progression opportunities
• Flexible working environment