Level 2 Service Desk Engineer

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

Benefits offered by this job

Birthday leave

Wellbeing leave

Certification support

Career progression opportunities

Job summary

efex is seeking an experienced Level 2 Service Desk Engineer in Sydney to support a broad range of client environments, resolve complex issues, and maintain system stability across infrastructure, servers, networking and cloud. You will provide proactive and reactive support, manage incidents to resolution, document tickets, and collaborate with account managers and technical specialists.

Opportunity to mentor junior engineers and contribute to service improvement.

Qualifications

• 3-5+ years' experience supporting client environments within an MSP.
• Strong ability to troubleshoot servers, networking, Microsoft 365 and virtualised environments.
• Excellent communication and proactivity in client-facing roles.

Responsibilities

• Provide proactive and reactive support across diverse client environments.
• Troubleshoot infrastructure, server, networking and cloud-related issues.
• Maintain tickets, documentation and time records.
• Collaborate with account managers and project teams.
• Mentor junior engineers and contribute to service delivery improvements.

Skills

MSP experience

Troubleshooting

Client communication

Team collaboration

Tools

Microsoft 365

VMware/Hyper-V

PowerShell

Network infrastructure

Backup/DR

Job description

Full-time Permanent Mid-level Senior

Description

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 Sydney 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.