L2 Support Engineer - IT Operations
First seen by Alion on Nov 13, 2026.
Roles And Responsibilities :
- Provide L2 technical support to Australian-based users via calls, chats, and emails.
- Troubleshoot issues related to Windows OS, user profiles, printers, network connectivity, VPN, Password reset, and desktop applications.
- Support Office 365 (Outlook, Teams, OneDrive, SharePoint, mailbox management, licensing).
- Provide basic operational support for Citrix logon issues, session resets, application access, and profile problems.
- Perform regular patching support (Intune/3rd-party RMM patch tools).
- Assist in backup job monitoring and escalating failures when required.
- Support device enrollment, configuration, and policy troubleshooting using Microsoft Intune.
- User account management via Active Directory (password resets, account unlocking, group membership updates).
- Ensure timely resolution of incidents within SLA and proper ticket documentation.
- Escalate L2 issues with appropriate logs and analysis.
- Provide excellent communication and customer service to maintain high user satisfaction.
- Ensure availability as per the shift roster (rotational shift 24-7).
Requirements:
- Strong interpersonal and communication skills.
- Experience in end-user and global support.
- Proficiency in Windows Server, Active Directory, Microsoft Exchange, Microsoft 365, and Microsoft Intune.
- Knowledge of AVD Administration and VMware / Hyper-V.
- Familiarity with Ticketing systems.
Plus Skills :
- Knowledge of Windows 10/11 troubleshooting.
- Experience with Citrix Workspace / Virtual Apps & Desktops.
- Hands-on experience with Office 365 Admin Center.
- Understanding of patch management concepts.
- Basic knowledge of backup tools (Veeam, Commvault, or similar).
- Experience with Intune device management.
- Basic understanding of Cloud technologies (Azure, AWS, etc.).
- Familiarity with VPN, DNS, DHCP, and Network basics.
Skills
Technical Support, Windows Server, Active Directory, Citrix, Troubleshooting, MS Intune, Exchange, Ticketing System, IT Operations, DNS, DHCP