Level 2 Service Desk Engineer (MSP)
About the role
This role is for a Level 2 Service Desk Engineer supporting an Australian Managed Service Provider (MSP) remotely. The position involves providing Level 1 and Level 2 technical support for business clients, focusing on Microsoft 365 and Windows troubleshooting, user administration, ticket management, and security alert triage. The engineer will work closely with senior Australian-based engineers, follow established documentation and escalation procedures, and maintain accurate records. The role requires strong experience with Microsoft 365, Windows environments, and technical support processes, as well as the ability to work independently during Melbourne business hours.
Must have
- At least 3 years’ experience in IT support, systems administration or an MSP/corporate service desk.
- Strong practical experience supporting Windows 10/11 and Microsoft 365, including Exchange Online, SharePoint, OneDrive and Teams.
- Working knowledge of Microsoft 365 administration, Entra ID, Active Directory and MFA.
- Ability to troubleshoot DNS, DHCP, VPN and common Windows/network issues.
- Familiarity with Windows Server environments and remote support tools.
- Experience using ticketing systems and maintaining clear technical records.
- Practical understanding of security triage, including phishing, suspicious sign-ins and compromised accounts.
- Strong written English, organisation and problem-solving skills.
- Ability to work independently, follow documented procedures and work Melbourne business hours.
Nice to have
- RMM / PSA: Datto RMM, Autotask, ConnectWise or similar.
- Additional NOC / backup skills: Veeam Backup & Replication, Azure Backup, Datto BCDR or SaaS Protection.
- Documentation / remote access: IT Glue, ScreenConnect or similar.
- Security platforms: SentinelOne, Huntress, Microsoft Defender, Proofpoint or related EDR/SIEM tools.
- Intune, Autopilot, Exchange Online administration or basic PowerShell.
- Experience with backup test restores, patch remediation and proactive IT monitoring.
- Relevant certifications such as MD-102, SC-300 or SC-200.
- Previous experience supporting multiple business clients in an MSP environment.
Technologies
- Active Directory
- Azure
- Cybersecurity
- DHCP
- DNS
- EDR
- Microsoft Entra ID
- Intune
- Microsoft 365
- OneDrive
- Outlook
- PowerShell
- SaaS
- SentinelOne
- SharePoint
- SIEM
- VPN
- Windows
- Windows Server
Highlights
The position is fully remote but requires working Monday to Friday during Melbourne, Australia business hours. The role offers exposure to Microsoft 365, managed services, and cybersecurity technologies, and the opportunity to work with experienced technical specialists. Relevant certifications such as MD-102, SC-300, or SC-200 are considered advantageous.
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