Level 1/2 Service Desk Engineer (Remote – Sydney/NSW)

About the role

Join a well‑established Managed Service Provider supporting small to medium businesses across a modern technology stack. As a Level 1/2 Service Desk Engineer you will be the first point of contact for customers, handling inbound support requests and managing the service desk queue.

Key responsibilities

• Triaging, prioritising and dispatching tickets in line with service level agreements.
• Coordinating with engineers and the Service Delivery Manager to ensure smooth workflow and clear communication.
• Logging incidents accurately, assigning them efficiently and tracking progress.
• Providing basic documented support tasks when capacity allows.

Required profile

• Previous experience in a Level 1/2 service desk role within an MSP environment (desirable).
• Strong knowledge of Microsoft 365 applications (Exchange Online, Outlook, Teams, SharePoint, OneDrive).
• Proficiency with Windows 10/11, user account management and end‑user device troubleshooting.
• Experience supporting desktops, laptops, printers and common peripherals.

Required skills

• Active Directory – user creation, password resets, group and permissions management.
• Familiarity with ticketing systems and working to SLAs in a queue‑based environment.
• Ability to manage multiple tickets simultaneously and maintain high documentation accuracy.

What we offer

• Predominantly work‑from‑home flexibility (must be based in Sydney, Newcastle or the Central Coast).
• Exposure to modern workplace technologies and cloud environments.
• Ongoing training in service desk processes and best practices.
• Supportive MSP team with clear internal career pathways.