About the Role

We are seeking experienced L2 Service Desk Engineers to provide technical support across diverse customer environments for an established Australian technology and managed services provider.

In this role, you will take ownership of Level 2 incidents and service requests, troubleshoot complex technical issues, respond to critical outages, and ensure outstanding tickets are progressed effectively. You will work independently, applying your technical expertise and sound judgement to investigate issues beyond first-line support.

This is an opportunity to work across a broad technology landscape, including Microsoft 365, Windows Server, cloud infrastructure, networking, identity management and security services.

About the Client

You will be working with an established Australian-owned business technology and managed services provider supporting organisations across multiple states.

The organisation delivers a comprehensive range of technology solutions, including managed IT services, infrastructure and networking, cloud solutions, cybersecurity and unified communications.

Its workplace culture is built around trust, respect and collaboration, with a strong focus on employee development, innovation and recognising individual contributions. The organisation is guided by four core values: People, Innovation, Integrity and Customer.

Ideal Profile

Experience & Technical Capabilities

Practical experience providing Level 2 IT support, with the ability to investigate and resolve technical issues beyond basic first-line troubleshooting.

Experience handling customer support calls, managing service tickets and prioritising incidents based on business impact and urgency.

Strong knowledge of on-premises Active Directory, hybrid identity environments, Microsoft Entra ID, Conditional Access and Exchange Online.

Hands-on experience with Microsoft 365 administration and Microsoft Defender for security investigations.

Good understanding of Windows Server, virtualisation, DNS, DHCP, file and storage services, and business applications.

Working knowledge of LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki environments.

Familiarity with firewall technologies such as WatchGuard and Check Point.

Understanding of cloud environments, including Microsoft Azure, AWS and Google Cloud.

Experience with ticketing, remote support, monitoring and IT documentation platforms.

Preferred Technical Experience

Direct experience with ConnectWise PSA, ConnectWise Automate, ScreenConnect and IT Glue.

Understanding of the Essential Eight framework and experience performing scheduled security and maintenance activities.

Familiarity with ITIL practices covering incident management, service requests, prioritisation and escalation.

Experience supporting cloud telephony and unified communications, including VoIP, SIP, networking, endpoint and call-quality troubleshooting.

Ability to coordinate technical investigations with customers, carriers and technology vendors.

Communication & Professional Attributes

Strong verbal and written communication skills.

Excellent documentation skills and attention to detail.

Ability to work independently, demonstrate initiative and exercise sound technical judgement.

Strong ownership and accountability when managing incidents through to resolution.

Reliable communication and effective collaboration with colleagues and customers.

Ability to provide clear, structured handovers and escalate issues appropriately.

A customer-focused mindset and commitment to professional service delivery.

Responsibilities

Respond to customer support calls, assess business impact and troubleshoot technical issues, aiming for resolution during the initial interaction wherever possible.

Prioritise and investigate critical Priority 1 and Priority 2 incidents promptly, escalating urgent issues when additional expertise or authority is required.

Investigate server outages, unavailable services and network connectivity issues, taking appropriate corrective action.

Take ownership of assigned tickets through to resolution or a well-documented handover, while progressing outstanding and unassigned requests according to urgency and service expectations.