Service Desk Engineer – Level 2
Location:
Canberra
Salary: $75,000-$95,000 + Super (Depending on Experience)
This role requires Australian Citizenship
Are you ready to take the next step in your IT career? We’re looking for a motivated Level 2 Service Desk Engineer
who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about delivering exceptional customer service.
About the Role As part of the Service team, you’ll act as a second point of contact for incoming support requests, providing timely and effective resolution across a wide range of technologies. You’ll handle escalations, assist junior staff, and ensure high-quality service delivery from first response through to resolution. This is a hands-on role that combines technical expertise with strong communication skills and a customer-first mindset.
What You’ll Do
- Respond to and resolve Level 2 tickets within agreed SLAs
- Provide support across applications, networking, cloud, and infrastructure
- Escalate complex issues to senior engineers when required
- Deliver both remote and onsite support to clients across varied industries
- Mentor junior team members and contribute to knowledge sharing
- Participate in the after-hours support roster as part of a rotation
- Maintain accurate records and documentation in the service management system
- 2+ years’ experience in a similar role, ideally within an MSP environment
- Strong technical knowledge across Microsoft, Azure, networking, and virtualisation technologies
- Exposure to security tools, MDM, cloud platforms, and backup/recovery solutions
- Excellent time management and problem-solving abilities
- Strong communication skills and a genuine commitment to customer service
- Flexibility and resilience in a changing, fast-paced environment
- Eligible for baseline security clearance (sponsorship available if required)
- ITIL Foundation, Microsoft, or vendor certifications (VMware, Nutanix, Fortinet, etc.)
- Experience with Windows Server, Active Directory, Exchange, and VMware
- Opportunities for career development and training, including certification support
- A collaborative, team-oriented culture where people enjoy coming to work
- Exposure to diverse industries and cutting-edge technologies
- A supportive environment that values growth, accountability, and innovation
Apply now and take your next step as a Service Desk Engineer.
