Remote MSP Level 2 Service Desk Engineer

Humanised Group; Canberra; Remote; AUD 70,000 - 90,000; Full time

Job summary

Humanised Group is partnering with a well-established MSP to recruit a Level 2 Service Desk Engineer. This role suits someone who enjoys solving technical problems across cloud, infrastructure, networking, security and end-user environments, delivering excellent customer experiences.

You will be part of a collaborative service team supporting a diverse client portfolio and act as a key escalation point for incidents.

Qualifications

• 2+ years in an MSP environment.
• Strong troubleshooting across Microsoft, infrastructure, networking and cloud.
• Experience managing escalations to resolution.
• Excellent communication and customer service skills.
• Ability to prioritise and manage multiple issues in a fast-paced environment.

Responsibilities

• Act as a key escalation point.
• Troubleshoot and resolve incidents across infrastructure, networking, cloud, Microsoft and end-user environments.
• Manage and resolve support requests within SLA timeframes.
• Provide application, infrastructure, and network support across a diverse client portfolio.
• Collaborate with senior engineers to resolve complex issues.
• Deliver exceptional customer service and maintain clear communication throughout the lifecycle.
• Attend customer sites when required to provide deskside and onsite support.

Skills

MSP experience

Troubleshooting

Customer service

Prioritisation

Autonomous with team

Tools

Microsoft 365

Azure

Windows Server

Fortinet

3CX

Job description

Humanised Group is partnering with a well-established MSP to recruit a Level 2 Service Desk Engineer. This role suits someone who enjoys solving technical problems across cloud, infrastructure, networking, security and end-user environments, delivering excellent customer experiences.

You will be part of a collaborative service team supporting a diverse client portfolio and act as a key escalation point for incidents.