Level 2 Service Desk Support Engineer

About the role

The client is a Managed Service Provider seeking a Service Desk Engineer to deliver Level 1 and Level 2 support for Microsoft/Windows environments. The role is permanent, based in Sydney CBD, and requires on‑site presence five days a week.

Key responsibilities

• Participate in technology projects and diagnose network and desktop issues under IT management direction.
• Provide desktop support, including on‑site visits to resolve hardware, software, and connectivity problems.
• Install, configure, and repair standard desktop images on laptops and desktops.
• Administer hardware and software installation, configuration, and day‑to‑day troubleshooting.
• Use remote tools (Remote Desktop, VNC, TeamViewer, Desktop Director) to assist users, monitor, shadow, and troubleshoot field devices.

Required profile

• Graduated with an IT degree, diploma, or certificate (preferred).
• Experience delivering Level 1 and Level 2 support in a small team.
• Proactive attitude, strong work ethic, and good communication skills.
• Desire to take accountability, progress career, and learn new technologies.

Required skills

• Windows operating systems
• Microsoft 365 (O365) and MS Office Suite
• Active Directory and Exchange
• Remote Desktop, VNC, TeamViewer, Desktop Director
• Hardware and software installation and troubleshooting