Systems Administrator / Escalation Point

Humanised Group; Canberra; Remote; AUD 70,000 - 90,000; Full time

Job summary

Humanised Group is partnering with a well-established MSP to recruit a Level 2 Service Desk Engineer. This role suits someone who enjoys solving technical problems across cloud, infrastructure, networking, security and end-user environments, delivering excellent customer experiences.

You will be part of a collaborative service team supporting a diverse client portfolio and act as a key escalation point for incidents.

Qualifications

• 2+ years in an MSP environment.
• Strong troubleshooting across Microsoft, infrastructure, networking and cloud.
• Experience managing escalations to resolution.
• Excellent communication and customer service skills.
• Ability to prioritise and manage multiple issues in a fast-paced environment.

Responsibilities

• Act as a key escalation point.
• Troubleshoot and resolve incidents across infrastructure, networking, cloud, Microsoft and end-user environments.
• Manage and resolve support requests within SLA timeframes.
• Provide application, infrastructure, and network support across a diverse client portfolio.
• Collaborate with senior engineers to resolve complex issues.
• Deliver exceptional customer service and maintain clear communication throughout the lifecycle.
• Attend customer sites when required to provide deskside and onsite support.

Skills

MSP experience

Troubleshooting

Customer service

Prioritisation

Autonomous with team

Tools

Microsoft 365

Azure

Windows Server

Fortinet

3CX

Job description

Humanised Group is partnering with a well-established and growing Managed Services Provider to recruit a Level 2 Service Desk Engineer.

This opportunity is ideal for someone who enjoys solving technical problems, working across a diverse range of technologies, and delivering exceptional customer experiences. You'll join a collaborative service team supporting a broad portfolio of clients across cloud, infrastructure, networking, security, and end-user environments.

Operating as a key escalation point within the managed services, you'll take ownership of technical issues, work directly with customers to drive successful outcomes, and collaborate with senior engineers and technical specialists when required.

The role is primarily remote (in their office and WFH) based, however occasional travel to customer sites will be required to provide hands-on support and strengthen client relationships.

For someone with MSP experience looking to continue developing their technical capability, this role offers excellent exposure, variety, and long-term career growth.

What You'll Be Doing

• Act as a key escalation point.
• Troubleshoot and resolve incidents across infrastructure, networking, cloud, Microsoft, and end-user environments.
• Manage and resolve support requests within agreed SLA timeframes.
• Provide application, infrastructure, and network support across a diverse client portfolio.
• Collaborate with senior engineers and subject matter experts to resolve complex technical issues.
• Deliver exceptional customer service and maintain regular communication throughout the support lifecycle.
• Attend customer sites when required to provide deskside and onsite technical support.
• Accurately document technical findings, resolutions, ticket activity, and time entries.
• Create and maintain technical documentation and knowledge base articles.
• Support user onboarding, offboarding, and operational support activities.
• Identify opportunities to improve service delivery, operational efficiency, and customer outcomes.
• Mentor and support junior team members where required.
• Participate in an after-hours support roster.

Humanised Group is partnering with a well-established and growing Managed Services Provider to recruit a Level 2 Service Desk Engineer.

This opportunity is ideal for someone who enjoys solving technical problems, working across a diverse range of technologies, and delivering exceptional customer experiences. You'll join a collaborative service team supporting a broad portfolio of clients across cloud, infrastructure, networking, security, and end-user environments.

Operating as a key escalation point within the managed services, you'll take ownership of technical issues, work directly with customers to drive successful outcomes, and collaborate with senior engineers and technical specialists when required.

The role is primarily remote (in their office and WFH) based, however occasional travel to customer sites will be required to provide hands-on support and strengthen client relationships.

For someone with MSP experience looking to continue developing their technical capability, this role offers excellent exposure, variety, and long-term career growth.

What We’re Looking For

• 2+ years' experience working within an MSP environment.
• Strong troubleshooting skills across Microsoft, infrastructure, networking, and cloud technologies.
• Experience managing technical escalations and taking ownership through to resolution.
• Excellent communication and customer service skills.
• Ability to prioritise and manage multiple issues within a fast-paced environment.
• Strong problem-solving capability with a customer-first mindset.
• The ability to work autonomously while contributing positively to a collaborative team environment.
• A proactive approach to continuous learning and professional development.

Technical Experience Experience across some or all of the following technologies will be highly regarded:

• Microsoft 365, Azure, Active Directory, SharePoint, and Windows Server
• Fortinet, WatchGuard, Aruba, and Ubiquiti networking environments
• Microsoft Defender, Sophos, MDM solutions, and security tooling
• Teams Voice, SIP, and 3CX telephony platforms
• VMware, Nutanix, Veeam, Synology, and broader infrastructure technologies

Mandatory Requirements

• Australian Citizenship is essential.
• Current Australian Driver's Licence.
• Ability and willingness to attend customer sites as required.
• Ability to successfully complete police, background, and customer-specific security checks.
• Eligibility to obtain Australian Government security clearances if required.

Why Consider This Opportunity?

This is an excellent opportunity to join a growing MSP that places a strong emphasis on technical excellence, customer service, and professional development.

You’ll gain exposure to a broad range of technologies, industries, and customer environments while working alongside experienced technical professionals in a supportive and collaborative team.

If you’re looking for a role that combines technical challenge, customer interaction, ownership, and genuine career progression, we’d love to hear from you.

For a confidential discussion, contact Jareth Oades-Gularte at Humanised Group.