Level 2 Service Desk Analyst

Xceltium; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Xceltium, a growing MSP, is seeking a hands-on Level 2 Service Desk engineer focused on Microsoft 365 and identity environments. You will resolve Level 2 incidents, provide second‑line support, and communicate directly with end users while troubleshooting.

Initially onsite in St Leonards, the role shifts to a hybrid model with three days in the office and two days at home. You’ll work with Level 3 engineers and gain exposure across multiple clients and technologies.

Qualifications

• Solid desktop and end‑user support capability.
• Foundational networking knowledge across DNS, IP and connectivity.
• MSP experience, which will be highly regarded.
• The ability to organise and prioritise your own workload.
• Confidence communicating directly with clients and end users.
• A clear and personable communication style.

Responsibilities

• Manage and resolve Level 2 incidents and requests across multiple client environments.
• Provide second‑line support for incoming technical issues.
• Communicate directly with end users while troubleshooting and resolving problems.
• Administer and support Microsoft 365, identity and endpoint environments.
• Troubleshoot desktop, infrastructure and basic networking issues.
• Work alongside Level 3 engineers across Microsoft 365 and security.

Skills

Desktop support

Networking basics

Client communication

MSP experience

Workload management

Job description

If you've reached the point where you're ready for more than repetitive tickets and limited technical exposure, this could be a strong next move.

This is an opportunity to join a growing MSP where Level 2 engineers are given the scope to troubleshoot properly, work directly with clients and build experience across a variety of environments.

Rather than operating within a heavily tiered service desk, Level 1 and Level 2 work closely together as the frontline support function. You'll have the opportunity to pick up issues early, investigate them properly and take responsibility for getting them resolved.

For someone looking to strengthen their technical capability while continuing to develop their client‑facing skills, there is plenty of room to grow.

The Role

This is a hands‑on Level 2 Service Desk role within a Microsoft‑focused MSP.

You will:

• Manage and resolve Level 2 incidents and requests across multiple client environments
• Provide second‑line support for incoming technical issues
• Communicate directly with end users while troubleshooting and resolving problems
• Administer and support Microsoft 365, identity and endpoint environments
• Troubleshoot desktop, infrastructure and basic networking issues
• Work alongside Level 3 engineers across Microsoft 365 and security

The position is primarily focused on support rather than project delivery, giving you consistent exposure to different technologies, clients and technical challenges.

The Environment

You'll be joining an established and growing MSP environment with:

• A Microsoft‑first technology stack including M365, Entra ID and Windows
• Approximately 20-25 staff nationally
• Clients typically ranging from small to mid‑sized organisations
• A strong not‑for‑profit client base and service‑focused culture
• An ISO‑certified business expanding further into the mid‑market
• Offshore support capability complementing the local team

The role will initially be onsite in St Leonards while you settle into the team, clients and environment. Once established, it will transition to a hybrid model ofthree days in the office and two days working from home each week.

The environment offers plenty of breadth. Rather than being restricted to one technology or client, you'll work across different environments and problem types.

What You Will Bring

You'll ideally have:

• Solid desktop and end‑user support capability
• The ability to organise and prioritise your own workload
• Confidence communicating directly with clients and end users
• A clear and personable communication style
• MSP experience, which will be highly regarded
• Foundational networking knowledge across DNS, IP and connectivity

Why Consider It?

This role will suit someone who wants their next move to genuinely build their capability.

You'll join an environment where you can:

• Take greater ownership of technical issues rather than simply escalating them
• Build broader exposure across different clients and technologies
• Develop towards Senior Engineer, Microsoft 365 or Security pathways
• Access funded certifications aligned with your development
• Benefit from continued business growth and the opportunities that come with it

You'll have visibility, autonomy and the opportunity to keep developing technically rather than becoming siloed.