Senior L2/L3 Service Desk Engineer (Msp)

IT Integrity; Sydney; Hybrid; AUD 35,000 - 50,000; Full time

Job summary

IT Integrity is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support to employees and vendors. You will respond to requests via phone, email, remote and in person, resolving issues in line with service levels.

The role requires at least 5 years' experience, with a minimum of three days per week onsite, and a proactive, customer-focused approach. Hybrid work is available in Sydney or Melbourne to support business operations.

Qualifications

• Minimum of 5 years' IT support experience.
• Hands-on support across hardware, software, SaaS applications and end-user devices.
• Excellent customer service and proactive problem-solving.

Responsibilities

• Provide 1st and 2nd level IT incidents and service requests via phone, email, remote support, and face-to-face interactions.
• Troubleshoot and resolve hardware, software, SaaS applications, devices, and access-related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio-visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad-hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer-focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

Skills

Customer service

1st/2nd line support

Problem solving

Incident management

Communication skills

Team collaboration

Tools

Microsoft Teams Rooms

AV equipment

Remote support tools

Account provisioning systems

Job description

About the role
The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you'll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you'll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You'll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

To be successful in this rol e, you'll bring at least 5 years' experience. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

What you’ll do
You'll be the first point of contact for IT support, providing responsive and customer‑focused assistance to employees and vendors across a broad range of technologies and business systems.

Provide support across broader IT operations and step into higher duties when required, contributing to team leadership, escalations, project activities, and service continuity.

Key responsibilities:

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, and access‑related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad‑hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

Benefits and Perks:
Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.

Location:
Work mode - Hybrid
Hiring mode - Full time
Location - Sydney or Melbourne

Contract type:
Permanent, Full‑time

Salary:
$35,000 - $50,000 per annum

Work hours:
Mon–Fri 9:00‑17:30 (with flexibility for shift work and remote arrangements)

Eligibility:
Australian Citizens, Permanent Residents or hold legal rights to work in Australia

EEO/DEI statement:
We are an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging...