L2 Service Desk Engineer
About the role
The L2 Service Desk Engineer will provide technical support for an established Australian technology and managed services provider, handling Level 2 incidents and service requests across a diverse range of customer environments. The role involves troubleshooting complex technical issues, responding to critical outages, and ensuring effective progression of outstanding tickets. The engineer will work independently, applying technical expertise to investigate issues beyond first-line support, and will work with technologies such as Microsoft 365, Windows Server, cloud infrastructure, networking, identity management, and security services. The company offers a collaborative culture focused on employee development and innovation, with a comprehensive benefits package including medical insurance, home office setup allowance, and flexible work arrangements.
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.
- Active Directory, Microsoft 365 administration, Microsoft Entra ID and Exchange Online
- Microsoft Defender for security investigations
- Windows Server
- Virtualisation (VMware, Hyper-V, V- Sphere)
- DNS, DHCP, LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki environments
- Firewall technologies such as WatchGuard and Check Point
- Microsoft Azure or AWS or 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
- Hyper-V
- ITIL
- Microsoft 365
- SD-WAN
- Virtualization
- VMware
- VoIP
- WAN
- Windows
- Windows Server
Highlights
Salary is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried). There is a home office setup allowance, internet allowance, gym and wellness allowance, and reimbursement for industry certifications. Flexible work arrangements are available (home or office).
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