Level 2 Service Desk Technician

About the role

Join Newtrend IT’s Managed Services team in Kewdale as a Level 2 Service Desk Technician. You will provide high‑quality technical support to a diverse client base, working with Microsoft 365 environments and a range of business technologies.

Key responsibilities

• Provide Level 2 technical support across multiple managed services clients and technology environments.
• Own escalated incidents and service requests from investigation through to resolution, handover or closure.
• Diagnose and resolve issues using remote support tools, logs, monitoring platforms and vendor resources.
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft 365 Apps.
• Manage users, groups, licences, mailboxes, permissions and access through Microsoft 365 and Microsoft Entra.
• Support identity and access technologies such as MFA, password resets and Conditional Access.
• Troubleshoot Windows 10/11 endpoints, applications, printers, mobile devices and other business technology.
• Support Active Directory, Microsoft Entra join, Group Policy, authentication, patching and endpoint management.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VLANs, Wi‑Fi and VPNs.
• Assist with endpoint and email security, firewalls, backups, servers, virtualization and other infrastructure technologies as required.
• Provide practical support and knowledge sharing to Level 1 technicians and participate in planned maintenance, onsite support and after‑hours coverage.

Required profile

• Minimum 3 years’ Level 2 experience, ideally within a Managed Service Provider.
• Strong practical knowledge of Microsoft 365, especially Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID.
• Good understanding of Windows desktop support, identity and access management, and common business applications.
• Solid networking knowledge, including TCP/IP, DNS, DHCP, Wi‑Fi and VPN troubleshooting.
• Ability to investigate technical issues independently, identify root causes and implement safe solutions.
• Experience working to SLAs with high‑quality ticket documentation and strong customer service skills.

Required skills

• Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps)
• Microsoft Entra / Azure AD
• Multi‑factor authentication (MFA) and Conditional Access
• Windows 10/11 desktop support
• Active Directory, Group Policy, endpoint management
• TCP/IP, DNS, DHCP, VLANs, Wi‑Fi, VPN
• Endpoint and email security, firewalls, backups, servers, virtualization

What we offer

• Supportive team environment with experienced technical escalation support.
• Two work‑from‑home days per month for flexibility.
• Autonomy to build standards, processes and high‑performing teams.
• Ongoing professional development and leadership growth opportunities.
• Values‑driven organisation focused on accountability, respect, teamwork and doing the right thing.