Service Desk Engineer

1 week ago

Sydney, New South Wales, Australia FusionRed Full time $104,000 - $130,878 per year

About FusionRed

FusionRed is a leading Managed IT Services Provider based in Australia, specialising in secure and strategic technology solutions. We support small to mid-sized businesses with cloud services, cybersecurity, IT support, and advisory – with a strong focus on aligning IT with business goals. As a security-first MSP, we're committed to building long-term client relationships and empowering businesses with resilient, scalable technology.

Role Summary

As a Level 2 Service Desk Engineer, you will be responsible for resolving escalated support requests, assisting with complex troubleshooting, and ensuring high-quality service delivery to our clients. You will work closely with our Service Desk and Projects teams to deliver technical support across a wide range of environments. This role is ideal for a technically competent and service-oriented engineer who thrives in a fast-paced, client-focused environment.

Key Responsibilities

  • Take ownership of escalated tickets from Level 1 and resolve more complex technical issues (Level 2).
  • Provide support for Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) including user setup and troubleshooting.
  • Manage and maintain Windows Server environments, including Active Directory, DNS, DHCP, and Group Policies.
  • Diagnose and fix networking problems such as VPN, firewalls, printers, and connectivity.
  • Investigate recurring issues, find root causes, and document solutions.
  • Work with project engineers on client onboarding, system upgrades, and new deployments.
  • Share knowledge and contribute to improving documentation across the team.

Requirements

Must-Haves:

  • Minimum 2 years' experience in a technical support role within an MSP environment.
  • Current and valid Australian Driver's Licence.
  • Australia resident or permanent resident.
  • Strong knowledge of Microsoft 365 administration and troubleshooting.
  • Solid understanding of Windows Server, Active Directory, Group Policy, and networking fundamentals.
  • Experience with PSA and RMM tools
  • Strong written and verbal communication skills.
  • Ability to prioritise and manage multiple tickets/tasks effectively.
  • Commitment to delivering high-quality customer service.

Nice-to-Have:

  • Familiarity with Microsoft Teams Phone, SharePoint migrations, and Intune/Endpoint Manager
  • Experience with cybersecurity platforms (e.g., ThreatLocker, email filtering, EDR, MFA enforcement).
  • Relevant IT certifications (Microsoft, CompTIA, ITIL).

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