L2 Service Desk Engineer
About the role
The L2 Service Desk Engineer role involves providing Level 2 technical support for an established Australian technology and managed services provider. The position requires ownership of incidents and service requests, troubleshooting complex technical issues, responding to critical outages, and ensuring effective ticket progression. The engineer will work independently across a broad technology landscape, including Microsoft 365, Windows Server, cloud infrastructure, networking, identity management, and security services. The company values trust, respect, collaboration, and employee development, offering a supportive and innovative work environment.
Must have
- 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
- 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
Nice to have
- 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
Technologies
- Active Directory
- AWS
- Azure
- Cisco
- Cybersecurity
- DHCP
- DNS
- Microsoft Entra ID
- Firewall
- GCP
- ITIL
- Microsoft 365
- SD-WAN
- Virtualization
- VoIP
- WAN
- Windows
- Windows Server
Highlights
Compensation is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried). There are allowances for home office setup, internet, gym & wellness, and regular team events. Flexible work arrangements are available, allowing work from home or office. The company reimburses industry certifications and offers mental health support. Open-door culture and recognition programs are in place.
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