Level 2 Service Desk Support

W Solutions Co; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

W Solutions Co is seeking a Service Desk Engineer to provide Level 1 and 2 support across MS/Windows technologies in the Sydney CBD. The role includes phone, email, and face‑to‑face support with a permanent, five‑days‑in‑the‑office arrangement.

You will handle desktop and hardware issues, assist with IT projects, and ensure smooth operation of Windows environments (O365, AD, Exchange) across the client’s IT stack.

Qualifications

• Degree or diploma in IT or related field.
• Experience providing Level 1–2 desktop support in a small team.
• Experience with Windows OS, O365, MS Suite, AD, Exchange.
• Strong work ethic, communication skills, and willingness to learn.
• Proactive, accountable, and career‑minded.

Responsibilities

• Provide Level 1 and 2 desktop support across hardware and software.
• Support MS/Windows environments and perform problem diagnosis under IT management direction.
• Visit end users to research and resolve hardware/software/connectivity issues.
• Install, configure, and repair standard desktop configurations on laptops/desktops.
• Administer desktop support, including hardware/software installation and troubleshooting.
• Facilitate remote connections (Remote Desktop, VNC, TeamViewer) for user support.

Skills

Level 1–2 support

Windows technologies

Teamwork

Communication

Learning ability

Education

IT degree/diploma/certificate

Tools

Remote Desktop

VNC

TeamViewer

Desktop Director

Job description

Our client is a great MSP who have great leaders and they are looking for a Service Desk Engineer to provide Level 1 and Level 2 support across MS/Windows technologies and environments. You will be providing support across hardware and software over the phone, via email and face to face.

This is a permanent role paying up to $75K base, located in the Sydney CBD right next to a train station with 5 days in the office.

Some of the key responsibilities are:

• Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction.
• Provide Desktop support functions including visiting the end user area to research and resolve hardware/software/connectivity issues.
• Installed, configured, and repaired Standard Desktop Configuration images on laptops/desktops.
• Administered all desktop computer support including hardware and software installation and configuration.
• Provided day-to-day desktop support, hardware/software installation and troubleshooting.
• Facilitate easy connection to the user's PC by utilizing remote desktop, VNC, unsolicited remote assistance, and TeamViewer.
• Use Remote desktop, Desktop Director to provide end-user support to monitor, shadow, and troubleshoot issues with field devices.
• Performed remote assistance as well as off-site support for various clients to perform network, desktop, and phone support.

To be suitable for this role you will:

• Ideally have graduated with an IT degree/diploma/certificate
• Experience with providing Level 1 and 2 support and working in a small team
• Experience with supporting Windows technologies and environments (Windows OS, O365, MS Suite, AD, Exchange)
• Have a great work ethic, attitude, communication skills and be able to learn
• Need to be proactive, take accountability and responsibility and look to progress your career