If you’re currently in a service desk where tickets are filtered, escalations are slow, and your exposure is limited to a narrow slice of the environment, you’re not alone.

Most Level 2 roles talk about “ownership” and “variety”. In reality, you’re still waiting for work to come to you, or stuck handling the same issues without expanding your capability.

This role is different.

Here, Level 1 and Level 2 operate as a shared frontline. You’re not waiting for tickets, you’re actively solving them. You’re trusted to take ownership from the start, working directly with clients across multiple environments.

It’s a step into a role where your capability actually gets used.

The Role

This is a hands-on Level 2 Service Desk position within a Microsoft-focused MSP environment.

- Own and resolve Level 2 support tickets across multiple client environments
- Act as a second-line responder for incoming support requests
- Work directly with end users, not behind layers of escalation
- Support Microsoft 365 environments including identity and endpoint management
- Troubleshoot across desktop, infrastructure and basic networking issues
- Collaborate with Level 3 teams across Microsoft 365 and security

This is a support-led role, not project-heavy, but you’ll consistently deal with varied technical challenges across different environments.

The Environment





- Microsoft-first ecosystem including M365, Entra ID and Windows
- Blended Level 1 / Level 2 model, shared ownership of tickets
- Clients typically ranging from small to mid-sized environments
- Robust not-for-profit client base, creating a more human, service-led approach
- ISO-certified business moving into larger mid-market clients
- Offshore support capability supporting local delivery

This is a breadth-driven environment. You won’t be siloed, you’ll gain exposure across technologies, clients and problem types.

What You Will Bring

- Solid desktop and end-user support experience
- Ability to manage and prioritise workload independently
- Confidence working directly with clients
- MSP experience highly regarded

Why This Role

This is a genuine step forward, not a sideways move.

You’ll move into an environment where:

- You’re trusted to own problems, not just triage them
- Exposure is broad across clients and technologies, not siloedProgression into Senior Engineer, Microsoft 365 or Security pathways is already happening
- Certifications are funded and aligned to where you want to go
- Growth in the business is creating ongoing opportunity

Your work is visible, your impact is real, and your progression is supported.

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📌 Service Desk Engineer (New South Wales)
🏢 Xceltium
📍 New South Wales