Level 1/2 Engineer | Predominantly work from home | Must live in Newcastle or the Central Coast
Your new company
This organisation is a well-established MSP supporting small to medium businesses across a broad technology stack, with a strong focus on Microsoft 365, cloud services, and end-user support. They pride themselves on delivering high-quality service and building long-term client relationships.
Your new role
As a Level 1/2 Service Desk Support professional, you'll be the first point of contact for customers, managing inbound support requests and owning the service desk queue. The core focus of the role is ticket triage, prioritisation, dispatch, and coordination, ensuring issues are logged accurately, assigned efficiently, and progressed in line with service levels.
The role is predominantly work from home.
However, you must be located in Newcastle or the Central Coast to be considered.
What you'll need to succeed
Previous experience in a Level 1/2 service desk role within an MSP environment (desirable)
Hands-on support experience with Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint, OneDrive)
Strong working knowledge of Windows *****, user account management, and end-user device troubleshooting




Experience supporting desktops, laptops, printers, and common peripherals
Practical experience with Active Directory (user creation, password resets, group and permissions management)
Familiarity with ticketing systems and working to SLAs in a queue-based environment
Strong ability to triage, prioritise, and escalate incidents appropriately
Ability to manage multiple tickets simultaneously in a fast-paced MSP setting
High attention to detail when documenting tickets and following processes
What you'll get in return
Predominantly work-from-home flexibility
Exposure to modern workplace technologies and cloud environments
Ongoing training in service desk processes and best practice
Supportive MSP team setting with clear internal pathways
Stable, long-term opportunity within a growing organisation
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to ******.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#*******

📌 Level 1/2 Support (Sydney)
🏢 Hays
📍 Sydney