Level 2 Service Desk Engineer | Resolve Complex IT Issues

efex; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Birthday leave

Wellbeing leave

Certification support

Career progression

Job summary

efex is hiring a Level 2 Service Desk Engineer for our Melbourne team. You will own complex issues across servers, networking, and cloud environments and deliver trusted client outcomes.

This hands-on role requires collaborating with account managers and specialists to resolve challenges and maintain high service standards. Bring 3–5+ years of MSP experience, strong communication skills, and a proactive, ownership-driven mindset.

Qualifications

• 3–5+ years' experience supporting client environments within an MSP.
• Confidently troubleshoot across servers, networking, Microsoft 365 and virtualised environments.
• Take ownership of technical issues and see them through to resolution.
• Excellent communication skills and ability to work directly with clients.
• Proactive, organised and solutions-focused.
• Collaborate with colleagues and share knowledge.

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 and keep clients informed.
• 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 issues.
• Mentor and support junior engineers where required.
• Contribute to continuous improvement and best-practice service delivery.

Skills

MSP experience

Server troubleshooting

Networking

M365 administration

Virtualised environments

Client communication

Ownership

Tools

Windows Server

Microsoft 365

VMware/Hyper-V

Firewalls

Backup & DR

Job description

efex is hiring a Level 2 Service Desk Engineer for our Melbourne team. You will own complex issues across servers, networking, and cloud environments and deliver trusted client outcomes.

This hands-on role requires collaborating with account managers and specialists to resolve challenges and maintain high service standards. Bring 3–5+ years of MSP experience, strong communication skills, and a proactive, ownership-driven mindset.