Level 1-2 Support | Managed Service Provider in Perth

HAYS are partnering with a well-established Managed Services Provider (MSP) that delivers IT solutions to a diverse customer base across education, government, not-for-profit and commercial sectors. Due to continued growth, they are seeking a motivated Level 1-2 Service Desk Engineer to join their collaborative technical team.

This is an excellent opportunity for an experienced MSP professional who enjoys working across multiple customer environments, solving technical challenges and developing expertise in Microsoft cloud, cyber security and modern workplace technologies.

The Opportunity

As a Service Desk Engineer, you will provide high-quality technical support and service delivery while working across a broad range of technologies. You'll gain exposure to modern Microsoft platforms, cyber security solutions and cloud services, with genuine opportunities for career progression into senior engineering, projects or security-focused roles.

Key Responsibilities

Technical Support & Service Delivery

- Provide remote, phone and email-based technical support to customers.
- Troubleshoot and resolve incidents across Microsoft 365, Windows operating systems, networking and endpoint technologies.
- Support and administer Microsoft Exchange Online, SharePoint Online, Microsoft Teams, Entra ID and Intune environments.
- Perform root cause analysis and implement permanent solutions to recurring issues.
- Manage user onboarding, offboarding and device provisioning activities.
- Maintain accurate ticket updates, documentation and knowledge base articles.
- Escalate and collaborate with senior engineers where required to deliver positive customer outcomes.

Security & Identity Management

- Support customers in maintaining and improving their cyber security posture.
- Administer and troubleshoot Microsoft Defender, Multi-Factor Authentication (MFA) and Conditional Access policies.




- Assist with identity and access management within Microsoft Entra ID.
- Support endpoint protection, vulnerability remediation and security best practices.
- Assist with security incident investigation and response activities.
- Contribute to Secure Score improvement initiatives and broader cyber security uplift programs.

Customer Service & Continuous Improvement

- Build strong customer relationships through exceptional communication and service delivery.
- Manage support requests within agreed service levels and priorities.
- Keep customers informed throughout the lifecycle of incidents and service requests.
- Identify opportunities to improve processes, automation and standardisation.
- Contribute to a collaborative, team-oriented culture focused on knowledge sharing and continuous learning.

About You To be successful in this role, you will have:

- Previous experience working within an MSP or multi-client IT support environment.
- Experience supporting Microsoft 365 technologies including Exchange Online, Teams and SharePoint Online.
- Knowledge of Microsoft Entra ID (Azure AD), Intune and endpoint management.
- Strong troubleshooting skills across Windows desktop environments.
- Basic networking knowledge including routers, switches, wireless networking and firewalls.
- Exposure to cyber security technologies and best practices.
- Excellent communication and customer service skills.
- A genuine passion for technology and ongoing professional development.

What's on Offer

- Ongoing training, mentoring and certification support.
- Exposure to Microsoft 365, cloud, cyber security and modern workplace technologies.
- Clear career development pathways into senior engineering, projects and cyber security.
- Access to industry-leading MSP tools, automation platforms and emerging AI technologies.
- Supportive and cooperative team culture.
- Diverse customer environments offering strong technical variety and growth opportunities.

📌 Service Desk Analyst (Perth)
🏢 Hays
📍 Perth