Level 2 Support Engineer
- Provide remote and on-site support to clients.
- Handle complex issues escalated from Level 1 support.
- Mentor Level 1 engineers and uplift team knowledge.
Level 2 Support Engineer | MSP experience required
Your new company
An exciting new opportunity is available for a Level 2 Service Desk Engineer at a Market Leading Managed Service Provider. This is a permanent position, located in the Sydney CBD and offers a modern on-site working environment and excellent opportunities for career development.
Your new role
In your new role, you will be responsible for providing remote and on-site support to the organisation's clients. You will handle more complex issues that have been escalated from Level 1 support, ensuring timely resolution and maintaining high customer satisfaction.
What you'll need to succeed
Previous experience working within a Managed Service Provider (MSP) environment, supporting multiple customers across a broad range of technologies and industries. Proven Level 2 support experience within Microsoft-centric environments, with strong troubleshooting skills across desktop, server, cloud and infrastructure technologies. Strong technical knowledge of Windows and macOS, Microsoft 365, Active Directory, Exchange Online, networking, cyber security solutions, printing technologies, AV platforms and mobile device management across iOS and Android. Hands-on experience supporting and administering Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), Intune/Endpoint Manager, SharePoint Online, Teams, Microsoft Defender and the wider M365 ecosystem. Ability to investigate and resolve complex technical issues across cloud, infrastructure, networking and end-user technologies, taking ownership from initial diagnosis through to resolution. Comfortable mentoring and providing technical guidance to Level 1 engineers, acting as an escalation point while helping to uplift knowledge across the service desk team. Strong customer service and communication skills, with the ability to translate technical concepts into clear outcomes for customers and stakeholders. A passion for technology and continuous learning, with exposure to modern Microsoft cloud technologies, cyber security solutions and automation viewed favourably.What you'll get in return
- Competitive salary and benefits package
- Opportunities for career growth and advancement
- Supportive and inclusive work culture
- Training and development programmes
- Collaborative and team-oriented environment
- Recognition and rewards for outstanding performance
- Modern and well-equipped office facilities
- Diverse and challenging projects
- Opportunities to work on cutting-edge technologies
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to charlie.pym@hays.com.au.
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