Service Desk Engineer L2

Sonic Human Resourcing; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Job summary

Sonic Human Resourcing Pty Ltd is seeking an experienced IT Support Analyst in Brisbane to handle Level 2 incidents, diagnose complex hardware and software issues, and mentor Level 1 staff. You will document troubleshooting steps and resolutions in the ticketing system and support patching and routine maintenance.

The role requires 2–4 years in a Service Desk, strong OS and networking knowledge, and the ability to work independently while collaborating with IT teams across client environments.

Qualifications

• 2-4 years of experience in a Service Desk or IT support environment.
• Strong technical knowledge of operating systems including Windows, macOS and/or Linux.
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP and network troubleshooting.
• Experience with hardware troubleshooting, installation and support, including desktops, laptops and peripherals.
• Proficiency with IT service management tools and ticketing systems.
• Excellent problem-solving skills with the ability to think logically and systematically through complex technical issues.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to work independently whilst also collaborating effectively within a team environment.
• A proactive approach to learning and staying current with IT technologies and best practices.
• Relevant IT certifications such as CompTIA A+, Microsoft Certified: Windows Server Administrator or equivalent qualifications are highly desirable.
• Windows Server admin: patching, upgrades and troubleshooting after patching.
• Active Directory, Group Policy, DNS and DHCP.
• Firewall work: firmware updates, rule changes, VPNs.
• Checking backups and fixing failed jobs before and after changes.
• MSP experience, comfortable moving between lots of different client environments.
• Good ticket habits, accurate timesheets and documentation the team can follow.
• Switch and Firewall Patching and installation.
• Switching, VLANs and Unifi Platform.
• 3CX
• PowerShell

Responsibilities

• Receive, investigate and resolve Level 2 technical incidents, providing timely and effective solutions.
• Diagnose and troubleshoot complex hardware and software issues across a variety of systems and applications.
• Provide technical mentoring and support to Level 1 Service Desk staff, helping to improve their technical capabilities and knowledge.
• Document all incidents thoroughly, including troubleshooting steps taken and resolutions implemented, maintaining accurate records in the ticketing system.
• Perform system updates, patches and maintenance activities in line with change management procedures.
• Collaborate with other IT teams and vendors to escalated issues that require specialist intervention.
• Assist with the deployment and configuration of IT hardware and software solutions for end users.
• Contribute to the continuous improvement of IT processes and support procedures.
• Maintain a professional approach to all user interactions, ensuring high levels of customer satisfaction.

Skills

ITSM experience

Operating systems

Networking basics

Hardware support

Ticketing systems

Problem solving

Communication

Independence

Teamwork

Learning mindset

MSP experience

Firewall management

Backup checks

Patching

PowerShell

3CX

Unifi networking

Tools

PowerShell

3CX

Unifi Platform

Active Directory

Group Policy

DNS

DHCP

VPNs

Switching

Firewall configurations

Patch management tools

Job description

Key responsibilities

• Receive, investigate and resolve Level 2 technical incidents, providing timely and effective solutions
• Diagnose and troubleshoot complex hardware and software issues across a variety of systems and applications
• Provide technical mentoring and support to Level 1 Service Desk staff, helping to improve their technical capabilities and knowledge
• Document all incidents thoroughly, including troubleshooting steps taken and resolutions implemented, maintaining accurate records in the ticketing system
• Perform system updates, patches and maintenance activities in line with change management procedures
• Collaborate with other IT teams and vendors to escalated issues that require specialist intervention
• Assist with the deployment and configuration of IT hardware and software solutions for end users
• Contribute to the continuous improvement of IT processes and support procedures
• Maintain a professional approach to all user interactions, ensuring high levels of customer satisfaction

What we're looking for

• 2-4 years of experience in a Service Desk or IT support environment, with proven expertise at Level 2 or equivalent technical level
• Strong technical knowledge of operating systems including Windows, macOS and/or Linux
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP and network troubleshooting
• Experience with hardware troubleshooting, installation and support, including desktops, laptops and peripherals
• Proficiency with IT service management tools and ticketing systems
• Excellent problem-solving skills with the ability to think logically and systematically through complex technical issues
• Strong communication skills, with the ability to explain technical concepts to non-technical users
• Demonstrated ability to work independently whilst also collaborating effectively within a team environment
• A proactive approach to learning and staying current with IT technologies and best practices
• Relevant IT certifications such as CompTIA A+, Microsoft Certified: Windows Server Administrator or equivalent qualifications are highly desirable
• Windows Server admin: patching, upgrades and troubleshooting after patching
• Active Directory, Group Policy, DNS and DHCP
• Firewall work: firmware updates, rule changes, VPNs
• Checking backups and fixing failed jobs before and after changes
• MSP experience, comfortable moving between lots of different client environments
• Good ticket habits, accurate timesheets and documentation the team can follow
• Switch and Firewall Patching and installation
• Switching, VLANs and Unifi Platform
• 3CX
• PowerShell

About us

Sonic Human Resourcing Pty Ltd is a dynamic and forward-thinking organisation specialising in connecting talented professionals with rewarding career opportunities across the Information and Communication Technology sector. We partner with leading businesses to build exceptional IT teams that deliver high-quality technical support and solutions. Our mission is to bridge the gap between skilled professionals and organisations that need them, whilst fostering a culture of excellence, collaboration and continuous development. We pride ourselves on our commitment to our employees and clients, ensuring that every placement is a perfect fit that drives mutual success and growth.