Field Service Desk Engineer

2 weeks ago

Parramatta, New South Wales, Australia DeVision Recruitment Full time

Join a small and highly regarded MSP, in a permanent full-time position. This will be based 2-3 days/week in Campbelltown and 2 days/week in St Mary's

  • Great career progression
  • Join a small, dynamic team
  • Good blend of project work and BAU

Join a leading Managed IT Services Provider based in Australia, specialising in secure and strategic technology solutions. They support small to mid-sized businesses with cloud services, cybersecurity, IT support, and advisory – with a strong focus on aligning IT with business goals. This position will be based 2-3 days a week on-site at a client in Campbelltown and the remainder of the week you will either be out at other clients around Western Sydney or in their head office in St Mary's. This position will have a good blend of project work and BAU support work.

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.

Must-Haves:

  • Minimum 2 years' experience in a technical support role within an
    MSP environment
    .
  • Current and valid
    Australian Driver's Licence and your own car
    .
  • 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).

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