Level 2 Service Desk Engineer (Azure, M365, Hybrid)

About the role

Tektalent is recruiting a Level 2 Service Desk Engineer for an Australian technology service provider, part of a large global technology group. The role is permanent and offers a hybrid environment, letting you work from the office or from home. As a Level 2 engineer you are the second line of support, resolving incidents quickly and clearly for clients.

Key responsibilities

• Respond to L2 / 2.5 support requests across M365, networking, backup, Azure and the general modern Microsoft IT stack
• Troubleshoot and resolve incidents efficiently, with fast first contact and accurate escalation
• Document all ticket activity and resolution steps, and maintain high-quality documentation
• Maintain Microsoft certifications, complete internal training and stay current with the technology stack
• Seek improvements to processes, knowledge bases and workflows, such as updating documentation or refining ticket triage
• Apply strategic thinking to support tasks, considering the commercial impact on service quality, efficiency and client trust

Required profile

• 3+ years in a Level 2+ technical support or IT support role, or strong Level 1 experience with the ability to step up to Level 2
• Exposure across the stack: Microsoft 365, Azure, Intune, Entra, Teams, networking (Fortigate, Cisco, Unifi), cloud compute, storage and backup, Windows Server 2012-2021
• Clear communicator with strong customer engagement experience; self-motivated and passionate about technology and customer service
• Experience in an MSP environment is highly attractive but not essential

Required skills

• Microsoft 365, Teams, Azure, Intune, Entra
• Networking (Fortigate, Cisco, Unifi)
• Windows Server 2012-2021

What we offer

• Flexible hybrid work, no silly hours or overtime required
• Personalised progression plan and access to a yearly anniversary gift
• Unrestricted troubleshooting access and the chance to join projects and the projects team
• Travel to visit clients and a mentor-style team leader
• Investment in certifications, up-skilling and a market-leading learning and development program
• Access to high-profile enterprise clients in the public and private sectors