Job Description

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.

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This is an opportunity 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.

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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.

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For someone looking to strengthen their technical capability while continuing to develop their client‐facing skills, there is plenty of room to grow.

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The Role

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This is a hands‐on Level 2 Service Desk role within a Microsoft‐focused MSP.

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You will:

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- Manage and resolve Level 2 incidents and requests across multiple client environments
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- Provide second‐line support for incoming technical issues
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- Communicate directly with end users while troubleshooting and resolving problems
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- Administer and support Microsoft 365, identity and endpoint environments
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- Troubleshoot desktop, infrastructure and basic networking issues
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- Work alongside Level 3 engineers across Microsoft 365 and security
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The position is primarily focused on support rather than project delivery, giving you consistent exposure to different technologies, clients and technical challenges.

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The Environment

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You'll be joining an established and growing MSP environment with:

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- A Microsoft‐first technology stack including M365, Entra ID and Windows
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- Approximately 20-25 staff nationally
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- Clients typically ranging from small to mid‐sized organisations
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- A strong not‐for‐profit client base and service‐focused culture
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- An ISO‐certified business expanding further into the mid‐market
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- Offshore support capability complementing the local team
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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.

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The setting offers plenty of breadth. Rather than being restricted to one technology or client, you'll work across different environments and problem types.

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What You Will Bring

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You'll ideally have:

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- Solid desktop and end‐user support capability
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- The ability to organise and prioritise your own workload
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- Confidence communicating directly with clients and end users
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- A clear and personable communication style
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- MSP experience, which will be highly regarded
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- Foundational networking knowledge across DNS, IP and connectivity
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Why Consider It?

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This role will suit someone who wants their next move to genuinely build their capability.

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You'll join an workplace where you can:

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- Take greater ownership of technical issues rather than simply escalating them
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- Build broader exposure across different clients and technologies
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- Develop towards Senior Engineer, Microsoft 365 or Security pathways
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- Access funded certifications aligned with your development
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- Benefit from continued business growth and the opportunities that come with it
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You'll have visibility, autonomy and the opportunity to keep developing technically rather than becoming siloed.

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