MSP Service Desk Engineer – Remote, Level 2

Humanised Group

Canberra

Hybrid

AUD 65,000 - 90,000

Full time

7 days ago

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Job summary

Humanised Group is seeking a Level 2 Service Desk Engineer to join a growing MSP and support a broad portfolio of clients across cloud, infrastructure, networking, security, and end‑user environments. You will be the escalation point, troubleshoot across Microsoft 365, Azure and networking, and provide responsive end‑to‑end support.

A strong customer focus and team collaboration are essential for success in this role.

Qualifications

2+ years' experience working within an MSP environment.
Strong troubleshooting skills across Microsoft, infrastructure, networking, and cloud technologies.
Experience managing technical escalations and taking ownership through to resolution.
Excellent communication and customer service skills.
Ability to prioritise and manage multiple issues within a fast‑paced environment.
Strong problem‑solving capability with a customer‑first mindset.
The ability to work autonomously while contributing positively to a collaborative team environment.
A proactive approach to continuous learning and professional development.

Responsibilities

Act as a key escalation point for complex incidents across client environments.
Troubleshoot and resolve incidents spanning infrastructure, networking, cloud, and end‑user devices.
Manage and resolve support requests within agreed SLA timeframes.
Provide application, infrastructure, and network support to a diverse client base.
Collaborate with senior engineers to resolve advanced technical issues.
Deliver exceptional customer service with regular updates to customers.
Attend customer sites when required to provide deskside and onsite support.
Document findings, resolutions, and time entries accurately.