Service Desk Engineer | L2 + | Azure & M365 | Clear progression

Tektalent; Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

L&D for MS certifications

Annual gifts/anniversary program

Travel to client sites

Access to cutting-edge tech

Job summary

Tektalent has partnered with an Australian technology service provider experiencing rapid national growth. This permanent, hybrid role offers office or home-based work and exposure to a broad, modern stack within a dynamic MSP environment.

As a Level 2 Service Desk Engineer, you will handle L2 requests across M365, Azure, networking, backups and Windows servers, document diligently, stay certified, and contribute to process improvements while engaging with clients.

Qualifications

• 3+ years experience in a level 2+ technical support/IT support capacity or strong level 1 experience stepping up to level 2
• Advanced understanding of Microsoft Modern Work environments (M365, Teams, Azure, InTune, Entra)
• Strong communication and customer engagement skills
• Experience in an MSP environment is highly attractive but not essential

Responsibilities

• Respond to L2/L2.5 support requests across M365, networking, backup, Azure and the Microsoft tech stack
• Troubleshoot and resolve incidents efficiently
• Document all ticket activity and resolution steps thoroughly
• Maintain high-quality documentation and stay current on the technology stack
• Contribute to process improvements and proactive knowledge base updates
• Provide timely, clear, and technically sound responses to clients
• Travel to visit clients when required and participate in projects with the team

Skills

Microsoft 365

Azure

Intune

Entra

Teams

Networking

Cloud compute

Storage & backup

Windows Server 2012-2021

Customer service

Clear communication

Tools

Fortigate

Cisco

Unifi

Job description

Tektalent has exclusively partnered with an Australian technology service provider that is taking the national market by storm, and is now apart of the largest technology group in the world, a billion dollar enterprise.

Our client offers a plethora of unique benefits & attractive notions to put them in a unique position of offering Managed services with a difference. Our client is genuinely dedicated to keeping the culture & morale of the team happy & fulfilled, whilst offering an environment to support customers with the latest & most innovative technology stacks.

This role is permanent & offers a flexible working environment to allow you the freedom to work from the office, or from the comfort of your own home. If you are stuck in a repetitive or mundane managed services environment where every day is the same, we can assure you that our client will change your perspective & give you a fresh new lease on working for a technology service provider, that genuinely cares about you & their customers.

As a Level 2 Service Desk Engineer, you are the second line of support for our clients. This means going above and beyond in every interaction—responding quickly, solving problems with care, and showing clients that we’re committed to their success

Qualifications & experience

3 + years experience in a level 2 + technical support / IT Support capacity OR strong level 1 experience with the ability to step up into a level 2 role

Technical breadth of experience across (You don't need deep experience in all, but at least exposure across the stack)

Microsoft 365, Azure, Intune, Entra, Teams, Networking (Fortigate, Cisco, Unifi), Cloud compute, Storage & backup, Windows Server 2012 - 2021

Advanced and complex understanding of Microsoft Modern Work knowledge environments (M365, Teams, Azure, InTune, Entra)

Clear communicator with strong customer engagement experience

Self-motivated & passion for technology / Customer service

Strong communication skills & ability to relate to people

Having experience working within an MSP (Managed Services) environment is highly attractive but not essential

Tasks & responsibilities

Respond to L2 / 2.5 support requests across M365, networking, backup, Azure and general modern microsoft IT stack

Troubleshoot and resolve incidents efficiently

Document all ticket activity and resolution steps thoroughly

Maintain clear and high-quality documentation

Maintain required Microsoft certifications and complete all internal training

Stay current across our technology stack.

You actively seek improvements to processes, knowledge bases, and workflows. Whether it’s updating documentation or refining ticket triage methods

You apply strategic thinking to technical support. Every task you perform contributes to service quality, efficiency, and client trust. You understand the commercial impact of your role and act with that in mind.

You provide timely, clear, and technically sound responses that clients can rely on. As a L2, your advice impacts trust and decision‑making

You ensure fast first contact with clients and move with urgency to resolve or escalte support issues. Speed, combined with accuracy, sets us apart

Personalized progression plan allowing you to branch into your desired area of interest / specialization whether it be cloud, cyber security, IT consulting or another specialization

Certification and up‑skilling is paramount, and you will get the investment to be at the forefront and technically as capable as possible

Have access to unrestricted ability to troubleshoot your client's whole infrastructure environment

Varied role which allows you to get your hands involved with projects and not just BAU

The team leader has a mentor style approach and will help you be succesful

Yearly work annivesary gifts

Unresticted role with a lot of freedom to troubleshoot complex environments, you will be praised for your efforts and technical acumen

Ability to travel to visit clients rather than being purely remote support, this will help you build stronger relationships with the client base

Have the opportunity to join the projects team on implementing solutions

Easily accesible office location, close to public transport & away from the city traffic

Hybrid friendly work environment / flexible working

This business is owned by a billion dollar technology enterprise, giving them access to a global network of other businesses & state of the art systems & partnerships, also meaning stability, security & high growth

Automation / AI is invested in heavily by the business to automate the mundane tasks, which allows you to focus on the more exciting things

Market leading L&D program across MS certs / Vendor up‑skilling

Business is heading into a new phase of stable & organic growth, opening up the door for opportunties for career progression within the business

Join a business that recognize high performance and have the ability to progress you into higher level roles very quickly

Hyper growth business meaning lots of opportunity for the team to learn, grow, develop with the business as they scale

Work with a small portfolio of clients to ensure a focus on quality rather than quantity

Weekly podcasts with the biggest names in tech - opportunity to network and meet the pioneers in the tech industry

Experienced leadership team who knows how to run a well performing business

Unique culture that is focused on individuality, personalization and having a lot of fun

Flexible work options, no silly hours or overtime required

One of the only MSP's that work with high profile enterprise clientele, which will allow you access to participating in high profile projects for these clients, these clients are both in the Public & Private sector

Talented engineering team led by the best in the industry, mentorship and ability to learn from the best is on offer

Join one of Australia's leading Technology Success providers, taking managed services to the next echelon of service

Join a business offering a model beyond a standard MSP, offering the enrichment of technology through digital advisory, IT strategy, cloud computing, cyber security, unified communications & connectivity

Dedicated to adapting to innovation & being ahead of the curve, which allows you to have a genuine roadmap for growth & long term tenure

Culture of "Better together" & "celebrating success"

One of the best break-out areas to let your hair down with onsite arcade / DJ / Games area

A leadership team that genuinely cares about your wellbeing & happiness

Not just another mundane "MSP", they do things better & differently here, you will have to see & experience the difference for yourself

Tektalent is on a mission to set the standard for how recruitment should be done & belive our reviews tell the story, we look forward to reviewing your application.