Service Desk Engineer L2

Sonic Human Resourcing; Melbourne; On-site; AUD 52,000 - 62,000; Part time

Job summary

Sonic Human Resourcing Pty Ltd is seeking an experienced L2 Service Desk Engineer for a Bayswater, VIC assignment. This casual role supports the IT helpdesk and advances complex troubleshooting for a MSP client base.

Ideal candidates have 2–4 years in service desk, strong OS and networking knowledge, MSP experience, and familiarity with WatchGuard, Unifi, Azure/Intune, PowerShell, and 3CX. The position emphasizes mentoring, documentation, and change management adherence.

Qualifications

• 2–4 years in a Service Desk or IT support environment with Level 2 experience.
• Experience with Windows, macOS and/or Linux operating systems.
• Solid understanding of networking (TCP/IP, DNS, DHCP) and basic troubleshooting.
• Hardware troubleshooting across desktops, laptops and peripherals.
• Experience with IT service management tools and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication skills to explain technical concepts to non-technical users.
• Ability to work independently and in a team environment; proactive learner.
• Industry certifications such as CompTIA A+ or Microsoft Windows Server Administrator are desirable.

Responsibilities

• Receive, investigate and resolve Level 2 incidents escalated from Service Desk.
• Diagnose and troubleshoot hardware and software issues across systems.
• Mentor Level 1 staff and improve technical capabilities.
• Document incidents with steps taken and resolutions in the ticketing system.
• Perform system updates, patches and maintenance per change management.
• Collaborate with IT teams and vendors for specialist escalations.
• Assist with deployment and configuration of IT hardware/software for end users.
• Contribute to IT process improvements and support procedures.
• Maintain professional relationships with users to ensure satisfaction.

Skills

Windows OS

macOS/Linux

Networking basics

Hardware support

Ticketing systems

Problem solving

Communication

Independent worker

Proactive learner

PowerShell

Tools

PowerShell

Azure

Intune

WatchGuard

3CX

Unifi Platform

Job description

Our client based in Bayswater requires an experienced L2 Service Desk engineer for an initial 4 week period to assist their IT Support team on a casual basis. Based in Bayswater, VIC, this role is instrumental in delivering exceptional technical support and resolving complex IT issues for our MSP customer base. As a Level 2 Service Desk Engineer, you will be the bridge between frontline support and advanced technical teams, taking on more sophisticated troubleshooting tasks and providing guidance to ensure their IT infrastructure runs smoothly and efficiently. This position is critical to maintaining our high standards of customer service and technical excellence.

Key responsibilities

• Receive, investigate and resolve Level 2 technical incidents escalated from the Service Desk, 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 **escalate** 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 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
• WatchGuard Experience (Fireboxes, WatchGuard Cloud)
• Switching, VLANs and Unifi Platform
• 3CX
• Azure and Intune
• 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.