Level 2 IT Support Engineer | Hybrid Melbourne MSP

HD IT; City of Melbourne; Hybrid; AUD 85,000 - 100,000; Full time

Job summary

HD IT is seeking an experienced Level 2 Service Desk Engineer based in Melbourne to support a growing client base. The role blends onsite and remote support, handling escalations, incidents, and requests with a focus on uptime and customer satisfaction.

You will work in a dynamic MSP setting, resolving issues across Windows desktop environments, AD, Office 365, server infrastructure and network devices, while maintaining SLA commitments and contributing to knowledge sharing within the team.

Qualifications

• Minimum of 3 years' experience in a help desk role.
• Previous MSP experience is preferred.
• Advanced understanding of end-user support and Active Directory (on-prem and Azure).
• All-around knowledge of Windows Server, Azure and Exchange.
• Good time management, strong analytical and problem-solving skills.
• Strong communication and interpersonal skills.

Responsibilities

• Provide level 1 and 2 remote and onsite support.
• Resolve technical challenges across the client IT environment and address root causes.
• Meet assigned SLAs and document resolutions for clients.
• Collaborate with a fast-paced, collaborative team in delivering Managed Services.

Skills

Windows desktops

MS Office Suite

Active Directory

MS O365

Windows Server

Firewalls

Switches

LAN/WAN

Networking

Printing issues

Job description

HD IT is seeking an experienced Level 2 Service Desk Engineer based in Melbourne to support a growing client base. The role blends onsite and remote support, handling escalations, incidents, and requests with a focus on uptime and customer satisfaction.

You will work in a dynamic MSP setting, resolving issues across Windows desktop environments, AD, Office 365, server infrastructure and network devices, while maintaining SLA commitments and contributing to knowledge sharing within the team.