Service Desk Level 2

2 days ago

Canberra, ACT, Australia Emanate Technology Pty Ltd Full time $75,000 - $95,000 per year

Service Desk Engineer – Level 2

Location: Canberra

Salary: $75,000-$95,000 + Super (Depending on Experience)

This role requires Australian Citizenship

Are you ready to take the next step in your IT career? We're looking for a motivated Level 2 Service Desk Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about delivering exceptional customer service.

About the Role As part of the Service team, you'll act as a second point of contact for incoming support requests, providing timely and effective resolution across a wide range of technologies. You'll handle escalations, assist junior staff, and ensure high-quality service delivery from first response through to resolution. This is a hands-on role that combines technical expertise with strong communication skills and a customer-first mindset.

What You'll Do

  • Respond to and resolve Level 2 tickets within agreed SLAs
  • Provide support across applications, networking, cloud, and infrastructure
  • Escalate complex issues to senior engineers when required
  • Deliver both remote and onsite support to clients across varied industries
  • Mentor junior team members and contribute to knowledge sharing
  • Participate in the after-hours support roster as part of a rotation
  • Maintain accurate records and documentation in the service management system

What We're Looking For

  • 2+ years' experience in a similar role, ideally within an MSP environment
  • Strong technical knowledge across Microsoft, Azure, networking, and virtualisation technologies
  • Exposure to security tools, MDM, cloud platforms, and backup/recovery solutions
  • Excellent time management and problem-solving abilities
  • Strong communication skills and a genuine commitment to customer service
  • Flexibility and resilience in a changing, fast-paced environment
  • Eligible for baseline security clearance (sponsorship available if required)

Desirable Skills & Certifications

  • ITIL Foundation, Microsoft, or vendor certifications (VMware, Nutanix, Fortinet, etc.)
  • Experience with Windows Server, Active Directory, Exchange, and VMware

Why Join

  • Opportunities for career development and training, including certification support
  • A collaborative, team-oriented culture where people enjoy coming to work
  • Exposure to diverse industries and cutting-edge technologies
  • A supportive environment that values growth, accountability, and innovation

If you're a proactive IT professional who enjoys both technical problem-solving and working closely with clients, we'd love to hear from you.

Apply now and take your next step as a Service Desk Engineer.

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