Job Description

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.

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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.

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This role is different.

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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.

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

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The Role

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

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- Own and resolve Level 2 support tickets across multiple client environments
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- Act as a second-line responder for incoming support requests
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- Work directly with end users, not behind layers of escalation
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- Support Microsoft 365 environments including identity and endpoint management
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- Troubleshoot across desktop, infrastructure and basic networking issues
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- Collaborate with Level 3 teams across Microsoft 365 and security
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This is a support-led role, not project-heavy, but you'll consistently deal with diverse technical challenges across different environments.

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The Environment

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- Microsoft-first ecosystem including M365, Entra ID and Windows
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- Blended Level 1 / Level 2 model, shared ownership of tickets
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- Clients typically ranging from small to mid-sized environments
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- Strong not-for-profit client base, creating a more human, service-led approach
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- ISO-certified business moving into larger mid-market clients
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- Offshore support capability supporting local delivery
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This is a breadth-driven environment. You won't be siloed, you'll gain exposure across technologies, clients and problem types.

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What You Will Bring

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

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

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You'll move into an environment where:

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