Milestone IT is currently working with a leading Managed Service Provider (MSP) to recruit an experienced Senior IT Helpdesk Engineer – Level 2 for a full-time position.

This is an excellent opportunity for an experienced IT support professional who is looking to take the next step in their career and work within a energetic MSP environment supporting a diverse range of clients and technologies.

You’ll be joining a professional technical team where you’ll have the opportunity to work on more complex technical issues, contribute to projects and continue developing your skills.

Key Responsibilities

- Provide Level 2 technical support to a diverse range of business clients.
- Troubleshoot and resolve escalated hardware, software and infrastructure issues.
- Support Microsoft 365, Windows 10/11 and Windows Server environments.
- Manage user accounts, permissions and Microsoft Entra ID.
- Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPNs and Wi‑Fi.
- Support desktops, laptops, printers and other end‑user technologies.
- Assist with server, virtualisation and cloud infrastructure support.
- Monitor and manage tickets through the MSP's PSA/ticketing platform.
- Escalate complex issues to Level 3 engineers when required.
- Assist with client onboarding, migrations, upgrades and other IT projects.
- Maintain accurate documentation and technical records.
- Provide excellent customer service and communicate technical issues clearly to clients.





About You

We're looking for someone who is technically capable, customer-focused and comfortable working in a fast‑paced MSP environment.

You’ll ideally have:

- 2+ years' experience working in an MSP environment.
- Proven experience providingLevel 2 IT support.
- Strong troubleshooting and problem‑solving skills.
- Excellent Microsoft 365 and Windows knowledge.
- Experience with Microsoft Entra ID / Azure AD.
- Good understanding of networking fundamentals.
- Experience with remote support and RMM/PSA platforms.
- Strong communication and customer service skills.
- Excellent time management and ability to prioritise competing tickets.
- A proactive approach and willingness to take ownership of issues.
- The ability to work independently while contributing to a wider technical team.

Why Join?

This is a fantastic opportunity for a Level 2 engineer who wants to move beyond basic helpdesk support and develop their career within an established MSP.

You’ll gain exposure to:

- A diverse range of clients and IT environments.
- Complex technical troubleshooting.
- Microsoft cloud and infrastructure technologies.
- Networking, servers and virtualisation.
- IT projects and client implementations.
- A supportive and technically focused team.
- Clear opportunities for career progression into Level 3 and Systems Engineering.

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📌 Senior IT Helpdesk - Level 2 (MSP exp) (Melbourne)
🏢 Milestone Information Technology
📍 Melbourne