Level 2 IT Support Engineer - Melbourne

RGIT Australia; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

HD IT is looking for an experienced Level 2 Service Desk Engineer based in Melbourne to support a growing client network. The role combines remote and onsite work within a Managed Service Provider context, delivering Level 1 and 2 support and solving complex IT problems.

You will work with MS Office, O365, Active Directory (on‑prem and Azure), Windows Server, Azure, Exchange and network gear while meeting SLA targets. A driver’s license and a reliable vehicle are required.

Qualifications

• Minimum of 3 years' experience in a help desk role.
• Previous experience working in a technical role for an IT Managed Service Provider (MSP).
• Advanced understanding of end user support and Active Directory (both on-prem and Azure)
• All around knowledge of Windows Server, Azure and Exchange
• Exposure across technical infrastructure such as desktop, firewall and some LAN and WAN networking.
• Good time management, strong analytical and problem-solving skills
• Strong communication and interpersonal skills

Responsibilities

• Provide level 1 and 2 remote and onsite support to MSP clients.
• Resolve technical challenges across the client's IT environment and manage root-cause analysis.
• Meet assigned SLA targets and contribute to problem management.
• Collaborate with clients and internal teams to maintain service quality and uptime.

Skills

Time management

Analytical skills

Problem solving

Communication skills

Interpersonal skills

Tools

MS Office Suite

MS O365

Active Directory

Windows Server

Azure

Exchange

Firewalls

Switches

LAN/WAN

Networking

Job description

Full-time Permanent Associate

Posted 03 Sep 2026

Description

Location: Must be based in the Melbourne Metropolitan area.

Employment Type:Full-time. Onsite Work & Work from Home.

Must have a driver's license and a reliable vehicle.

HD IT is one of Australia's best Managed Service Providers, check it out.......we have been voted one of Australia's top 50 MSP's for the 7th year in a row by CloudTango. We have a clear vision, 15 years of experience and are growing!

Here are some reasons why working at HD IT is rewarding:

• We are always working with the latest and greatest technologies and tools of the industry.
• Fantastic team of people and great culture.
• We provide opportunities to upskill.

The Role:

HD IT is located in Sydney but requires an experienced IT Support Engineer based in Melbourne to support their growing network of clients in that area. The role is a mix of work from home and onsite support.

We are looking for an experienced and qualified Level 2 Service Desk Engineer who has an understanding of Managed Services and the needs of small to medium businesses. Someone who can hit the ground running and has proven experience meeting assigned SLA's, a passion for learning new technologies and enjoys a fast paced and collaborative environment.

As a Level 2 Service Desk Engineer, you will be providing level 1 and 2 remote and onsite support to our Managed Service Clients. The role involves resolving technical challenges across the client's IT environment, including problem management, to ensure root cause issues are addressed. Experience with:

• MS Office Suite
• Printing issues
• Active Directory
• MS O365
• Windows server support
• Firewalls
• Switches
• LAN/WAN
• Networking Skills

The following experience is a must in this role:

• Minimum of 3 years' experience in a help desk role.
• Previous experience working in a technical role for an IT Managed Service Provider (MSP).
• Advanced understanding of end user support and Active Directory (both on-prem and Azure)
• All around knowledge of Windows Server, Azure and Exchange
• Exposure across technical infrastructure such as desktop, firewall and some LAN and WAN networking.
• Good time management, strong analytical and problem-solving skills
• Strong communication and interpersonal skills

Drivers License required. You will need your own reliable vehicle.

This role requires someone with working rights in Australia for a minimum of 2 years. A police check is required in the final stage of the recruitment process.