Level 2/3 Service Desk Engineer

IT Integrity; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

IT Integrity is seeking a Level 2/3 Service Desk Engineer to provide advanced support across Microsoft 365, Azure, Windows Server, networking, security platforms, and business apps. You will perform root cause analysis, contribute to continuous improvement, and mentor junior engineers to strengthen client environments.

The role blends proactive maintenance, project involvement, and knowledge sharing within our MSP practice.

Qualifications

• 3-5+ years in MSP/IT services with Level 2/3 support experience.
• Strong troubleshooting, analytical skills, and SLA-driven delivery.
• Excellent written and verbal communication across clients.

Responsibilities

• Resolve complex incidents and requests across Microsoft, server, networking, cloud, and endpoints.
• Provide root cause analysis and contribute to service improvements.
• Administer M365 including Exchange Online, Teams, SharePoint, Intune, Entra ID, and security services.
• Support Azure infrastructure and cloud services.
• Manage Windows Server, Active Directory, DNS, DHCP, GPO, and virtualization.
• Investigate security incidents, vulnerabilities, and compliance issues.
• Proactive maintenance: patching, monitoring, health checks, optimization.
• Escalate and coordinate with vendors; mentor Level 1 engineers.
• Create and maintain technical documentation and knowledge base.
• Assist with onboarding, offboarding, and project migrations.

Skills

Microsoft 365

Entra ID

Exchange Online

Teams

SharePoint

Intune

Azure

Active Directory

Group Policy

Networking fundamentals

VPNs

DNS

DHCP

Wi-Fi

Cybersecurity basics

Backup & DR

RMM platforms

Troubleshooting

Communication skills

Analytical skills

Customer-focused

Education

Microsoft Certified: Modern Desktop Administrator

CompTIA Network+

CompTIA Security+

ITIL Foundation

Tools

Hyper-V

Virtualisation

Job description

IT Integrity is a leading Managed Service Provider specialising in the aged care, health, and community services sectors. We help our clients leverage technology to improve service delivery, enhance security, and support better outcomes for the communities they serve.

We're looking for a highly capable Level 2/3 Service Desk Engineer who thrives on solving complex technical challenges, delivering exceptional customer experiences, and continuously improving client environments.

This role sits within our Managed Services Practice and is ideal for an experienced engineer who enjoys a mix of advanced support, proactive maintenance, project involvement, and technical mentoring.

About the Role

As a Level 2/3 Service Desk Engineer, you will provide advanced technical support across a broad range of technologies including Microsoft 365, Azure, Windows Server, networking, security platforms, and business applications. Your role on the Service Desk will include performing root cause analysis, contribute to continuous improvement initiatives, and help ensure our clients receive outstanding service outcomes.

Key Responsibilities

• Resolve complex incidents and service requests across Microsoft, server, networking, cloud, and endpoint technologies.
• Provide troubleshooting and root cause analysis for recurring or high-impact issues.
• Administer Microsoft 365, including Exchange Online, Teams, SharePoint, Intune, Entra ID, and security services.
• Support Azure infrastructure and cloud services.
• Manage and maintain Windows Server environments, Active Directory, DNS, DHCP, Group Policy, and virtualisation platforms.
• Investigate and remediate security incidents, vulnerabilities, and compliance issues.
• Perform proactive maintenance activities including patching, monitoring, health checks, and environment optimisation.
• Escalate and coordinate with vendors and third-party providers where required.
• Create and maintain high-quality technical documentation and knowledge base articles.
• Mentor Level 1 engineers and contribute to knowledge sharing across the team.
• Assist with onboarding, offboarding, device provisioning, and client technology lifecycle activities.
• Participate in project implementations, migrations, and technology rollouts.
• Maintain accurate ticket notes, time entries, and client communications.
• Contribute to service improvement initiatives, automation opportunities, and operational excellence programs.

What We're Looking For

Technical Skills

Experience supporting:

• Microsoft 365 and Entra ID
• Exchange Online, Teams, SharePoint, and Intune
• Azure infrastructure and cloud services
• Active Directory and Group Policy
• Endpoint management platforms
• Networking technologies including switching, routing, VPNs, DNS, DHCP, and Wi-Fi
• Cybersecurity technologies and best practices
• Backup, recovery, and disaster recovery solutions
• Remote monitoring and management (RMM) platforms

Experience

• 3-5+ years working within an MSP or IT services environment
• Demonstrated Level 2/3 support experience
• Strong troubleshooting and analytical skills
• Experience working against SLAs and service delivery targets
• Experience handling escalated incidents and complex technical issues
• Strong written and verbal communication skills

Certifications (Desirable)

• Microsoft Certified: Modern Desktop Administrator
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation

What Success Looks Like

You will be someone who:

• Takes ownership of issues through to resolution.
• Communicates clearly and professionally with clients.
• Maintains a strong customer-first mindset.
• Demonstrates accountability and attention to detail.
• Looks for opportunities to improve systems, processes, and client outcomes.
• Enjoys mentoring others and contributing positively to team culture.
• Embodies our values of integrity, continuous improvement, and service excellence.