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
Strong 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 prospect
Your work is visible, your impact is real, and your progression is supported.
#J-*****-Ljbffr

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