Level 2 Service Desk Engineer | MSP | Technical Escalations

Humanised Group; Canberra; Ibrido; AUD 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working

Learning & Development resources

Career progression opportunities

Descrizione del lavoro

Humanised Group is seeking a Level 2 Service Desk Engineer to join its Australian MSP team. You will act as a key escalation point for Level 1 issues, supporting Microsoft 365, Azure, AD, Windows Server and networking across multiple client environments.

Work with senior engineers, troubleshoot complex incidents, contribute to knowledge sharing, and participate in an after-hours roster. Hybrid working is available.

Competenze

• Minimum 2 years of professional MSP experience.
• Hands-on troubleshooting across Microsoft 365, Azure, Active Directory and Windows Server.
• Clear communication and ownership of customer problems.

Mansioni

• Act as a key L2 escalation point, troubleshooting and resolving issues across client environments.
• Provide hands-on support across Microsoft 365, Azure, AD, Windows Server and related technologies.
• Troubleshoot networking, VPN, firewall, connectivity and infrastructure issues.

Conoscenze

MSP experience

L2 escalation

Troubleshooting

Communication

Strumenti

ConnectWise

SIP

3CX

Descrizione del lavoro

Level 2 Service Desk Engineer | MSP | Technical Escalations

The Opportunity

Are you working within an MSP and looking for your next technical challenge?

Humanised Group is partnering with an established and growing Australian Managed Services Provider to recruit a Level 2 Service Desk Engineer to join their technical services team.

This isn't simply about resetting passwords and passing tickets up the chain.

You’ll be a key escalation point for Level 1 support, taking ownership of technical issues across Microsoft, cloud, networking and infrastructure environments while supporting a diverse portfolio of business clients.

You’ll work alongside senior engineers and technical specialists, gaining exposure to different technologies, troubleshooting complex issues and continuing to build your technical capabilities.

The business offers hybrid working, a dedicated Learning & Development resource and opportunities for internal career progression.

What You'll Be Doing

• Act as a key L2 escalation point, troubleshooting and resolving technical issues across multiple client environments.
• Provide hands‑on support across Microsoft 365, Azure, Active Directory, Windows Server and associated technologies.
• Troubleshoot networking, VPN, firewall, connectivity and infrastructure issues.
• Take ownership of incidents through to resolution, working within agreed SLAs.
• Collaborate with senior infrastructure engineers and technical specialists on complex escalations.
• Support systems administration, infrastructure maintenance, upgrades and operational changes.
• Work directly with customers, providing clear communication and technical guidance.
• Manage ticketing, documentation and time entries through ConnectWise.
• Provide remote support and occasional onsite assistance at customer locations.
• Contribute to technical documentation, process improvements and knowledge sharing.
• Mentor junior engineers where required and participate in an after‑hours support roster.

What We’re Looking For

You must have at least 2 years of professional experience working within a Managed Services Provider (MSP).

We're looking for someone who understands the pace, variety and customer expectations of an MSP environment and is comfortable managing multiple technical issues across different clients.

Ideally, you’ll bring:

• Demonstrated experience providing Level 2 technical support within an MSP.
• Hands‑on troubleshooting across Microsoft 365, Active Directory, Azure and Windows Server.
• Experience resolving technical escalations across infrastructure, cloud and networking environments.
• Experience working with ticketing systems, SLAs and customer‑facing support.
• The ability to investigate, troubleshoot and independently resolve technical issues.
• Clear communication skills and a willingness to take ownership of customer problems.
• An interest in continuing to develop your technical knowledge and capabilities.

Technologies

You’ll gain exposure to the environment including a mix of:

• Microsoft & Cloud: Microsoft 365, Azure, Entra ID, Active Directory, SharePoint and Windows Server.
• Networking: Fortinet, WatchGuard, Aruba and Ubiquiti.
• Infrastructure: VMware, Nutanix, Veeam, Synology and virtualisation technologies.
• Security: Microsoft Defender, Sophos, MDM and endpoint security.
• Other: ConnectWise, Teams Voice, SIP and 3CX.

You don't need experience across every technology listed. We're more interested in your troubleshooting ability, existing MSP experience and willingness to continue learning.

Why Consider This Opportunity?

• Hybrid flexibility: A combination of working from home and the office, with occasional client visits.
• Technical variety: Support different industries, environments and technologies rather than working within a single internal IT environment.
• Career development: A dedicated Learning & Development resource, ongoing training and opportunities to progress internally.
• Technical support: Work alongside senior engineers and specialists who can assist with more complex technical challenges.
• Collaborative culture: A flat management structure, approachable leadership and a team that values knowledge sharing.
• Established business: Join a growing Australian MSP with more than 50 employees and an established client base.

Mandatory Requirements

• Minimum 2 years of professional MSP experience.
• Australian Citizenship.
• Current Australian driver's licence.
• Willingness to attend customer sites when required.
• Ability to complete police and background checks.
• Eligibility to obtain Australian Government security clearances if required.