Level 2 Service Desk Engineer

RGIT Australia; Gladstone Regional; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Birthday leave

Wellbeing leave

Certification support

Career progression

Exposure to diverse technologies

Job summary

efex is seeking a Level 2 Service Desk Engineer in Gladstone to resolve complex infrastructure, server, networking and cloud issues while delivering excellent client outcomes.

You will own tickets end-to-end, collaborate with engineers and account teams, and mentor junior staff, enjoying a supportive, hands-on MSP environment with opportunities for certification and career progression.

Qualifications

• 3–5+ years' experience supporting client environments within an MSP.
• Confident troubleshooting of servers, networking, Microsoft 365 and virtualised environments.
• Ownership mindset with proactive, solutions-focused approach.

Responsibilities

• Provide proactive and reactive support across diverse client environments.
• Troubleshoot and resolve infrastructure, server, networking and cloud-related issues.
• Maintain system continuity through monitoring, maintenance and preventative support.
• Manage incidents through to resolution, ensuring clients are kept informed.
• Accurately maintain tickets, documentation and time records.

Skills

MS 365

Networking

PowerShell

VMware/Hyper-V

Endpoint management

Tools

VMware

Hyper-V

Job description

Gladstone, Queensland 4680, Australia A$80,000 - A$100,000

Full-time Permanent Mid-level Senior

Posted 31 Jul 2026

Description

Level 2 Service Desk Engineer | Gladstone

Lead technical outcomes. Solve complex challenges. Make a real impact for clients.

We're looking for an experienced Level 2 Service Desk Engineer to join our Gladstone team. This is an opportunity for a technically capable MSP professional who enjoys solving infrastructure, server, networking and cloud challenges while building trusted relationships with clients.

If you're looking for a role where you can take ownership, tackle complex technical issues, and work across a diverse range of technologies and client environments, we'd love to hear from you.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first-our clients and our team.

The Role

As a Level 2 Service Desk Engineer, you'll play a key role in supporting and maintaining a broad range of client environments. You'll be responsible for resolving complex technical issues, maintaining system stability, and delivering exceptional customer outcomes.

In this role, you'll:

• Provide proactive and reactive support across diverse client environments
• Troubleshoot and resolve infrastructure, server, networking and cloud-related issues
• Maintain system continuity through monitoring, maintenance and preventative support
• Manage incidents through to resolution, ensuring clients are kept informed throughout
• Accurately maintain tickets, documentation and time records
• Collaborate with account managers, project teams and other technical specialists
• Act as an escalation point for more complex technical issues
• Mentor and support junior engineers where required
• Contribute to continuous improvement initiatives and best-practice service delivery

About You

You'll thrive in this role if you:

• Have 3-5+ years' experience supporting client environments within an MSP
• Can confidently troubleshoot and resolve issues across servers, networking, Microsoft 365 and virtualised environments
• Take ownership of technical issues and see them through to resolution
• Have excellent communication skills and enjoy working directly with clients
• Are proactive, organised and solutions-focused
• Enjoy collaborating with others and sharing technical knowledge

Strong hands-on experience with:

• Microsoft 365 administration and support
• Networking technologies, including firewalls, switching and routing
• Backup and disaster recovery solutions
• VMware and/or Hyper-V

Highly regarded:

• PowerShell scripting
• Endpoint management and MDM platforms
• Cybersecurity technologies and best practices
• IP Telephony and unified communications solutions

What We Offer

• Competitive salary that reflects your experience and capability
• A supportive, down-to-earth team environment
• Birthday leave - celebrate your day, on us
• Wellbeing leave - access up to two days per year from your personal leave balance
• Ongoing technical development and certification support
• Career progression opportunities across service delivery, projects, engineering and leadership pathways
• Exposure to a broad range of technologies, industries and client environments
• Challenging and rewarding work where your expertise is genuinely valued

Why Join efex?

This is a hands‑on technical role suited to an engineer who enjoys solving challenging problems, taking ownership of outcomes, and becoming a trusted advisor to clients.

You'll join a growing national MSP with the backing, resources and opportunities of a larger organisation, while still enjoying the support and culture of a close‑knit local team.

Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.