Senior IT Helpdesk Engineer (Level 2) — MSP & Cloud

Milestone Information Technology; City of Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

Milestone Information Technology is seeking a Senior IT Helpdesk Engineer – Level 2 to join a busy MSP in Melbourne. You will deliver Level 2 support across various clients, troubleshoot hardware, software and networking issues, and help manage Microsoft 365, Entra ID, and Windows environments.

You will work with a professional team, handle tickets, participate in deployments and migrations, document issues clearly, and provide excellent customer service while prioritising competing requests.

Qualifications

• 2+ years of MSP experience and Level 2 IT support.
• Strong troubleshooting and problem-solving skills.
• Excellent Microsoft 365 and Windows knowledge.
• Experience with Microsoft Entra ID / Azure AD.
• Good understanding of networking fundamentals.
• Experience with remote support and RMM/PSA platforms.
• Strong communication and customer service skills.
• Excellent time management and ability to prioritise tickets.
• Proactive approach and ownership of issues.
• Ability to work independently while contributing to a wider team.

Responsibilities

• Provide Level 2 technical support to a diverse range of business clients.
• Troubleshoot and resolve escalated hardware, software and infrastructure issues.
• Support Microsoft 365, Windows 10/11 and Windows Server environments.
• Manage user accounts, permissions and Microsoft Entra ID.
• Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPNs and Wi‑Fi.
• Support desktops, laptops, printers and other end‑user technologies.
• Assist with server, virtualisation and cloud infrastructure support.
• Monitor and manage tickets through the MSP's PSA/ticketing platform.
• Escalate complex issues to Level 3 engineers when required.
• Assist with client onboarding, migrations, upgrades and other IT projects.
• Maintain accurate documentation and technical records.
• Provide excellent customer service and communicate technical issues clearly to clients.

Skills

MSP experience

Level 2 support

Customer service

Troubleshooting

Microsoft 365

Windows 10/11

Windows Server

Azure AD

Entra ID

Networking basics

Remote support

RMM/PSA platforms

Communication skills

Time management

Ownership

Tools

RMM platforms

PSA platforms

Microsoft Entra ID/Azure AD

Job description

Milestone Information Technology is seeking a Senior IT Helpdesk Engineer – Level 2 to join a busy MSP in Melbourne. You will deliver Level 2 support across various clients, troubleshoot hardware, software and networking issues, and help manage Microsoft 365, Entra ID, and Windows environments.

You will work with a professional team, handle tickets, participate in deployments and migrations, document issues clearly, and provide excellent customer service while prioritising competing requests.