Service Desk Engineer

2 weeks ago

Sydney, New South Wales, Australia Canary IT Full time

Canary IT is seeking a skilled and customer-focused Service Desk Engineer Level 2 to join our dynamic Managed Services Team.

Canary IT is a national provider of Cloud & Data, Cyber Security, LS Retail on Microsoft Business Central, and Managed Services. We are proudly 26 years in business, with long time, trusting relationships with our customers, supplier network and our people. We are looking to grow our team with exceptional people-people with a strong customer focus and commercial acumen.

If you're passionate about technology, thrive in a fast-paced environment, and enjoy solving complex problems, we want to hear from you

About the Role

As a Service Desk Engineer Level 2, you'll be responsible for maintaining client technology platforms, resolving escalated technical issues, and supporting both cloud and on-premises infrastructure. You'll work closely with Level 1 engineers, triage teams, and senior engineers to ensure seamless service delivery and optimal system performance.

Key Responsibilities

  • Provide remote and onsite support to Canary IT clients
  • Troubleshoot and resolve escalated technical issues
  • Guide and mentor Level 1 and triage teams
  • Maintain client systems and ensure maximum uptime
  • Prepare and implement change requests
  • Participate in on-call support roster
  • Maintain documentation and knowledge base articles

What You Bring

  • 3+ years in IT support, with 2+ years in Microsoft 365 and managed services
  • Strong knowledge of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive, Azure AD)
  • Proficiency in Windows Desktop and Server OS, networking fundamentals, server backup technology and IT infrastructure
  • Excellent communication and problem-solving skills
  • A customer-first mindset and team-oriented attitude

This role is a launchpad to senior infrastructure or project roles. You'll gain exposure to:

  • Low-complexity project implementation
  • Pre-sales and technical design
Seniority level
  • Seniority levelAssociate
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology and Customer Service
  • IndustriesIT Services and IT Consulting

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