L2 Service Desk Engineer - Casual MSP Role (Bayswater)

Sonic Human Resourcing; Melbourne; On-site; AUD 52,000 - 62,000; Part time

Job summary

Sonic Human Resourcing Pty Ltd is seeking an experienced L2 Service Desk Engineer for a Bayswater, VIC assignment. This casual role supports the IT helpdesk and advances complex troubleshooting for a MSP client base.

Ideal candidates have 2–4 years in service desk, strong OS and networking knowledge, MSP experience, and familiarity with WatchGuard, Unifi, Azure/Intune, PowerShell, and 3CX. The position emphasizes mentoring, documentation, and change management adherence.

Qualifications

• 2–4 years in a Service Desk or IT support environment with Level 2 experience.
• Experience with Windows, macOS and/or Linux operating systems.
• Solid understanding of networking (TCP/IP, DNS, DHCP) and basic troubleshooting.
• Hardware troubleshooting across desktops, laptops and peripherals.
• Experience with IT service management tools and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication skills to explain technical concepts to non-technical users.
• Ability to work independently and in a team environment; proactive learner.
• Industry certifications such as CompTIA A+ or Microsoft Windows Server Administrator are desirable.

Responsibilities

• Receive, investigate and resolve Level 2 incidents escalated from Service Desk.
• Diagnose and troubleshoot hardware and software issues across systems.
• Mentor Level 1 staff and improve technical capabilities.
• Document incidents with steps taken and resolutions in the ticketing system.
• Perform system updates, patches and maintenance per change management.
• Collaborate with IT teams and vendors for specialist escalations.
• Assist with deployment and configuration of IT hardware/software for end users.
• Contribute to IT process improvements and support procedures.
• Maintain professional relationships with users to ensure satisfaction.

Skills

Windows OS

macOS/Linux

Networking basics

Hardware support

Ticketing systems

Problem solving

Communication

Independent worker

Proactive learner

PowerShell

Tools

PowerShell

Azure

Intune

WatchGuard

3CX

Unifi Platform

Job description

Sonic Human Resourcing Pty Ltd is seeking an experienced L2 Service Desk Engineer for a Bayswater, VIC assignment. This casual role supports the IT helpdesk and advances complex troubleshooting for a MSP client base.

Ideal candidates have 2–4 years in service desk, strong OS and networking knowledge, MSP experience, and familiarity with WatchGuard, Unifi, Azure/Intune, PowerShell, and 3CX. The position emphasizes mentoring, documentation, and change management adherence.