If you've reached the point where you're ready for more than repetitive tickets and limited technical exposure, this could be a strong next move.
This is an chance to join a growing MSP where Level 2 engineers are given the scope to troubleshoot properly, work directly with clients and build experience across a variety of environments.
Rather than operating within a heavily tiered service desk, Level 1 and Level 2 work closely together as the frontline support function. You'll have the opportunity to pick up issues early, investigate them properly and take responsibility for getting them resolved.
For someone looking to strengthen their technical capability while continuing to develop their client‐facing skills, there is plenty of room to grow.
The Role
This is a hands‐on Level 2 Service Desk role within a Microsoft‐focused MSP.
You will:
Manage and resolve Level 2 incidents and requests across multiple client environments
Provide second‐line support for incoming technical issues
Communicate directly with end users while troubleshooting and resolving problems
Administer and support Microsoft 365, identity and endpoint environments
Troubleshoot desktop, infrastructure and basic networking issues
Work alongside Level 3 engineers across Microsoft 365 and security
The position is primarily focused on support rather than project delivery, giving you consistent exposure to different technologies, clients and technical challenges.
The Environment
You'll be joining an established and growing MSP environment with:
A Microsoft‐first technology stack including M365, Entra ID and Windows
Approximately ***** staff nationally




Clients typically ranging from small to mid‐sized organisations
A strong not‐for‐profit client base and service‐focused culture
An ISO‐certified business expanding further into the mid‐market
Offshore support capability complementing the local team
The role will initially be onsite in St Leonards while you settle into the team, clients and environment. Once established, it will transition to a hybrid model ofthree days in the office and two days working from home each week.
The environment offers plenty of breadth. Rather than being restricted to one technology or client, you'll work across different environments and problem types.
What You Will Bring
You'll ideally have:
Solid desktop and end‐user support capability
The ability to organise and prioritise your own workload
Confidence communicating directly with clients and end users
A clear and personable communication style
MSP experience, which will be highly regarded
Foundational networking knowledge across DNS, IP and connectivity
Why Consider It?
This role will suit someone who wants their next move to genuinely build their capability.
You'll join an environment where you can:
Take greater ownership of technical issues rather than simply escalating them
Build broader exposure across different clients and technologies
Develop towards Senior Engineer, Microsoft 365 or Security pathways
Access funded certifications aligned with your development
Benefit from continued business growth and the opportunities that come with it
You'll have visibility, autonomy and the opportunity to keep developing technically rather than becoming siloed.
#J-*****-Ljbffr

📌 Level 2 Service Desk Analyst (New South Wales)
🏢 Xceltium
📍 New South Wales