L2 Service Desk Engineer

About the role

An established Australian technology and managed services provider is looking for experienced L2 Service Desk Engineers to provide technical support across diverse customer environments. You will own Level 2 incidents and service requests, troubleshoot complex issues, respond to critical outages and progress outstanding tickets, working independently with a broad technology stack including Microsoft 365, Windows Server, cloud infrastructure, networking, identity management and security.

Key responsibilities

• Answer customer support calls, assess business impact and troubleshoot technical issues, aiming to resolve them in the first interaction
• Prioritise and investigate Priority 1 and Priority 2 incidents, escalating urgent issues when needed
• Investigate server outages, unavailable services and network connectivity issues
• Own assigned tickets through resolution or a documented handover, and progress outstanding requests by urgency
• Handle user account and access requests, Microsoft 365 and Exchange Online issues, and on-premises or hybrid identity administration
• Troubleshoot Windows Server, virtualisation, DNS, DHCP, file and storage services, networking and cloud issues
• Support security investigations with Microsoft Defender and assist with identity and Conditional Access issues
• Run scheduled operational activities and Essential Eight security tasks, documenting all work
• Maintain ticket records, time entries and up-to-date customer documentation in IT Glue
• Use ConnectWise PSA, ConnectWise Automate and ScreenConnect to manage tickets, monitor environments and deliver remote support
• Review customer network configurations and escalate complex incidents to the right technical contacts

Required profile

• Practical Level 2 IT support experience, able to go beyond first-line troubleshooting
• Experience handling support calls, managing service tickets and prioritising incidents by business impact and urgency
• Strong verbal and written communication, documentation and attention to detail
• Ability to work independently, coordinate investigations with customers and vendors, and give clear handovers

Required skills

• Active Directory, Microsoft 365, Microsoft Entra ID and Exchange Online
• Microsoft Defender security investigations; Windows Server virtualisation (VMware, Hyper-V, vSphere)
• DNS, DHCP, LAN, WAN, SD-WAN and wireless networking, including Aruba or Cisco Meraki
• Firewalls such as WatchGuard and Check Point; Microsoft Azure, AWS or Google Cloud
• Preferred: ConnectWise PSA, ConnectWise Automate, ScreenConnect, IT Glue, ITIL, cloud telephony and VoIP troubleshooting

What we offer

• Payment in Australian dollars
• Medical insurance from day one for you and your spouse (or parents if unmarried), with generous OPD coverage
• Home office setup allowance and internet allowance
• Gym and wellness allowance, regular team events and rewards and recognition
• Diji Assist mental health and counselling support
• Certification reimbursement, flexible work from home or office, and Christmas and year-end parties