Support Engineer – Level 2
Acworth Recruitment · Burleigh Heads, Gold Coast QLD · onsite
About Ozdoc Solutions
Ozdoc Solutions Partnership is Australia’s premier Medical IT provider, delivering customised technology solutions to meet the needs of today's demanding healthcare industry.
We design and implement the best combination of on-premise, hybrid and complete cloud systems, incorporating hardware, software and state-of-the-art digital solutions.
We are committed to excellence, growth, integrity and innovation, while always striving to be as human as possible — after all, our clients and our team are at the heart of everything we do.
“We care for technology so you can care for people.”
About the Role
We are looking for an experienced and motivated Level 2 Support Engineer to join our team and take the next step in their IT career.
This is a hands-on technical support role where you'll be working directly with our healthcare clients to investigate, troubleshoot and resolve more complex IT issues across their environments.
You'll be part of a professional support team, taking escalated issues beyond first-response troubleshooting and working through problems across servers, desktops, networks, Microsoft environments, cloud systems and other technologies within our clients' environments.
We're not simply looking for someone who wants to stay at Level 2. We're looking for someone with the drive and capability to keep developing.
For the right person, there are two potential career pathways:
Pathway 1 – L2 Support → L3 Support
Continue developing your technical depth, taking on increasingly complex escalations, troubleshooting and infrastructure responsibilities as you progress towards a Level 3 Support Engineer role.
Pathway 2 – L2 Support → L2 Field Engineer → L3 Field Engineer
For someone who enjoys getting out from behind the desk, there is also the opportunity to develop into a Field Engineering role, gaining greater hands-on exposure to client environments, projects and infrastructure before progressing towards L3 Field Engineering.
The pathway will depend on your strengths, interests and career aspirations.
What You'll Be Doing
- Provide Level 2 technical support to clients across a range of IT environments
- Investigate and resolve escalated technical issues
- Troubleshoot hardware, software, network and connectivity issues
- Support Microsoft and cloud-based environments
- Diagnose issues across desktops, servers and network infrastructure
- Manage tickets through to resolution while maintaining clear client communication
- Escalate complex issues appropriately and work collaboratively with other engineers
- Assist with maintaining and supporting client infrastructure
- Contribute to projects, improvements and technology upgrades
- Document solutions, processes and technical information
- Build strong relationships with clients through exceptional communication and service
- Continue developing your technical knowledge and capabilities
What We're Looking For
We're looking for someone who already has a solid foundation in IT support and is ready to take their technical career further.
You'll ideally have:
- Previous experience working in a Level 2 IT Support role or at least 18 months working in a Level 1 IT Support role.
- Strong troubleshooting and problem-solving capabilities
- Experience supporting Windows desktop environments
- Exposure to Microsoft 365 and cloud technologies
- Understanding of networking fundamentals
- Experience working with servers and/or infrastructure
- The ability to diagnose problems rather than simply follow a script
- Excellent communication and customer service skills
- Strong attention to detail and documentation skills
- A positive, proactive and can-do attitude
- The ability to work independently while being a strong team player
- A genuine desire to learn, develop and progress your career
Relevant IT qualifications and certifications will be highly regarded, including Microsoft certifications and other industry-recognised technical qualifications.
We're also interested in where you want to go next. If you're ambitious, enjoy solving problems and want to develop towards L3 Support or Field Engineering, we'd like to hear from you.
What’s on Offer
- $75,000 – $85,000 + superannuation, depending on experience and capability
- Genuine career development opportunities
- Clear pathways towards L3 Support or L2/L3 Field Engineering
- Additional after-hours remuneration on top of your base salary
- Proactive and supportive work environment
- Up-to-date technology and equipment
- Challenging work where you're always learning
- Burleigh Heads location — work close to home
- Flexible work options
- Salary sacrifice plans
- Employee referral program
- Peer bonus program
- Birthday gift voucher and the day off — yes, we don't work birthdays at Ozdoc !
- Quarterly team-building events
- Monthly team lunches
- The opportunity to have your ideas heard and make a genuine contribution
Why Ozdoc?
At Ozdoc, you're not just another technician working through a queue of tickets.
You'll become part of a close-knit team supporting clients where technology genuinely matters. You'll have exposure to a broad range of environments, the opportunity to work on interesting technical challenges and the support to keep developing your career.
If you're ready to move beyond Level 2 and want a role where your next step is part of the plan, this could be the opportunity you've been looking for.
Want to Join the Ozdoc Team?
If you're an experienced Level 2 Support Engineer ready to build your technical career with an organisation that values its people, its clients and continuous development, we'd love to hear from you.
Please submit your current resume along with details and evidence of your experience, qualifications and technical capabilities.
Only applicants meeting the criteria outlined above will be contacted as part of the shortlisting process.