2nd‑Line IT Service Desk Engineer – Windows/Azure Expert

Vertex I.T. Solutions Ltd; Western Australia; On-site; AUD 57,000 - 66,000; Full time

Job summary

Vertex I.T. Solutions Ltd in Perth is seeking a 2nd line IT Service Desk Support Engineer on-site for 5 days per week. Salary is £30,000–£35,000 depending on experience, with a start date in early October 2026.

The role involves escalating unresolved issues, providing end-to-end ownership of incidents, and maintaining strong relationships with business users to ensure high-quality service delivery.

Qualifications

• Experience in a 2nd line IT support role in a Desk Side environment.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory and Azure.
• Familiar with ITIL best practice.
• Experience using ITSM or ticketing tools.

Responsibilities

• Act as escalation point for technical issues which cannot be resolved by the 1st Line Service Desk and provide in-depth diagnosis and technical resolution.
• Undertake work to support IT Team objectives and customer processes.
• Promote IT Team profile and wider IT function.
• Participate in internal meetings to share knowledge and best practices.
• Provide end-to-end ownership of incidents and service requests to ensure resolution.
• Provide regular status updates on open tickets.
• Build strong relationships with business users to meet service delivery expectations.
• Investigate and resolve desktop issues to ensure business continuity.
• Investigate issues to determine if escalation to 3rd Line is required.

Skills

2nd line IT support

Desk Side support

ITIL knowledge

Windows OS

Microsoft 365

Active Directory

Azure

Networking basics

VPN DNS TCP/IP

ITSM tools

Tools

ITSM / ticketing systems

Job description

Vertex I.T. Solutions Ltd in Perth is seeking a 2nd line IT Service Desk Support Engineer on-site for 5 days per week. Salary is £30,000–£35,000 depending on experience, with a start date in early October 2026.

The role involves escalating unresolved issues, providing end-to-end ownership of incidents, and maintaining strong relationships with business users to ensure high-quality service delivery.