Level 2/3 Helpdesk Engineer

2 days ago

Moore Park New South Wales, Australia Hays | Technology Full time $80,000 - $120,000 per year

Level 2/3 Engineer | Permanent Role

Your new company

An exciting new opportunity is available for a Level 2/3 Engineer at a Market-Leading Managed Service Provider. This is a permanent position, located in the Eastern Suburbs of Sydney.

Your new role

You will be responsible for resolving escalated tickets from Level 1/2 technicians and supporting the team in networking, Microsoft 365, server deployment, and IT security. You will work in conjunction with other technical teams within the business to achieve the highest level of customer service and support.

You'll also:

  • Own and resolve escalated incidents across endpoints, servers, networks, security agents, and SaaS platforms, with a focus on root cause analysis and excellent documentation.
  • Provide remote and onsite support, including after-hours maintenance when required.
  • Proactively monitor and act on RMM alerts, tuning monitors and automation to reduce noise.
  • Scope and lead small to medium projects such as network refreshes, M365 tenant setups, server builds, and migrations.
  • Maintain high-quality documentation including tickets, changes, SOPs, and runbooks.

What you'll need to succeed

Essential Skills & Experience:

  • Previous experience working in an MSP environment.
  • Windows Server infrastructure
  • Networking: TCP/IP, DNS, DHCP, routing, switching, VLANs, VPNs, and basic troubleshooting.
  • Hands-on experience with Ubiquiti UniFi (Gateways, Switches, APs, Protect), including multi-site controllers.
  • Virtualisation: VMware or Hyper-V.
  • Security fundamentals: antivirus, malware detection/removal, firewall configuration, data encryption, and incident response.
  • Scripting and automation: PowerShell proficiency.
  • Microsoft 365 administration: Exchange Online, SharePoint, OneDrive, Teams, Entra ID (Azure AD), conditional access, app registrations, and device join.
  • Endpoint & device management: Intune/Endpoint Manager for provisioning, compliance, configuration profiles, update rings, and app deployment.
  • Office 365 platform: SharePoint, Teams, Admin Portal, Directory Sync.
  • Experience using ConnectWise Manage and ConnectWise RMM.
  • Experience with Datto (RMM & Commerce).
  • Public DNS management: domain registrations, DNS records (MX, SPF/DKIM/DMARC), and mail flow troubleshooting.
  • Security tooling: SentinelOne, ThreatLocker, Avanan, DNSFilter, MFA/SSPR.
  • Strong customer communication skills: clear written and spoken English, empathy, and proactive issue resolution.
  • Project coordination: planning, managing dependencies, and liaising with vendors.
  • Current NSW driver's licence and willingness to travel to client sites.

Nice to Have:

  • CCTV, VoIP/Yealink provisioning, and basic PBX/SBC concepts.
  • Experience with UniFi Protect/CCTV, light scripting (PowerShell), Autopilot, and backup/DR solutions (Veeam/Altaro).
  • Certifications such as CompTIA Network+/Security+, Ubiquiti (UEWA/UWA), Microsoft (MS-102, AZ-104), SentinelOne/ThreatLocker admin.

What you'll get in return

  • Opportunities for career growth and advancement
  • Supportive and inclusive work culture
  • Training and development programs
  • Collaborative and team-oriented environment
  • Recognition and rewards for outstanding performance
  • 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

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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