Job Description

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.

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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 dynamic MSP environment supporting a diverse range of clients and technologies.

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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.

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Key Responsibilities

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

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

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You'll ideally have:

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

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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.

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You'll gain exposure to:

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- A diverse range of clients and IT environments.
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- Complex technical troubleshooting.
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- Microsoft cloud and infrastructure technologies.
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- Networking, servers and virtualisation.
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- IT projects and client implementations.
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- A supportive and technically focused team.
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- Clear opportunities for career progression into Level 3 and Systems Engineering.
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📌 Senior IT Helpdesk - Level 2 (MSP exp) (Victoria)
🏢 Milestone Information Technology
📍 Victoria