L2 Service Desk Engineer
About the role
The L2 Service Desk Engineer will join a managed IT service desk, providing Level 1 and Level 2 technical support for a diverse portfolio of public-sector, community, and business clients. The role involves taking ownership of support tickets from investigation to resolution, diagnosing issues beyond documented procedures, and supporting less experienced analysts. The position requires strong hands-on experience with Microsoft 365 administration, Windows environments, and remote support technologies, as well as excellent communication skills for client interaction. The company is an established Australian managed service provider with over two decades of experience, operating an ITIL-aligned service desk and maintaining ISO/IEC 27001:2022 certification. Benefits include medical insurance, home office and internet allowances, wellness support, certification reimbursement, and flexible work arrangements.
Must have
- 4+ years of experience within a managed service provider or multi-client IT environment, working with Level 2 support issues
- Strong hands-on experience administering Microsoft 365, including: Entra ID, Exchange Online, Intune, Teams, SharePoint
- Strong knowledge of Windows 10/11, Active Directory, Group Policy, and remote support technologies
- Proven ability to diagnose technical issues without relying solely on documented procedures
- Experience providing direct client support and communicating technical matters clearly to non-technical users
- Excellent written and spoken English, with the ability to communicate clearly, professionally, and accurately
- MS-900 certification held at the time of commencement
- Ability to work securely within a controlled office environment
- Strong hands-on experience with Kaseya tools
Nice to have
- MD-102, MS-102, SC-300 or AZ-104 certification
- SC-900 and/or AZ-900 certification
- Experience with Autotask or a similar ticketing platform
- Experience with Datto RMM or a comparable remote monitoring and management tool
- Experience using IT Glue or similar documentation platforms
- Citrix or virtual desktop experience
- Experience supporting Australian clients
Technologies
- Active Directory
- Authentication
- Azure
- Citrix
- Microsoft Entra ID
- Intune
- ITIL
- Microsoft 365
- OneDrive
- SharePoint
- VPN
- Windows
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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