Key responsibilities

Receive, investigate and resolve Level 2 technical incidents, providing timely and effective solutions

Diagnose and troubleshoot complex hardware and software issues across a variety of systems and applications

Provide technical mentoring and support to Level 1 Service Desk staff, helping to improve their technical capabilities and knowledge

Document all incidents thoroughly, including troubleshooting steps taken and resolutions implemented, maintaining accurate records in the ticketing system

Perform system updates, patches and maintenance activities in line with change management procedures

Collaborate with other IT teams and vendors to escalated issues that require specialist intervention

Assist with the deployment and configuration of IT hardware and software solutions for end users

Contribute to the continuous improvement of IT processes and support procedures

Maintain a professional approach to all user interactions, ensuring high levels of customer satisfaction

What we're looking for

2-4 years of experience in a Service Desk or IT support environment, with proven expertise at Level 2 or equivalent technical level

Robust technical knowledge of operating systems including Windows, macOS and/or Linux

Solid understanding of networking concepts, including TCP/IP, DNS, DHCP and network troubleshooting

Experience with hardware troubleshooting, installation and support, including desktops, laptops and peripherals

Proficiency with IT service management tools and ticketing systems

Excellent problem-solving skills with the ability to think logically and systematically through complex technical issues





Solid communication skills, with the ability to explain technical concepts to non-technical users

Demonstrated ability to work independently whilst also collaborating effectively within a team environment

A proactive approach to learning and staying current with IT technologies and best practices

Relevant IT certifications such as CompTIA A+, Microsoft Certified: Windows Server Administrator or equivalent qualifications are highly desirable

Windows Server admin: patching, upgrades and troubleshooting after patching

Active Directory, Group Policy, DNS and DHCP

Firewall work: firmware updates, rule changes, VPNs

Checking backups and fixing failed jobs before and after changes

MSP experience, comfortable moving between lots of different client environments

Good ticket habits, accurate timesheets and documentation the team can follow

Switch and Firewall Patching and installation

Switching, VLANs and Unifi Platform

3CX

PowerShell

About us Sonic Human Resourcing Pty Ltd is a dynamic and forward-thinking organisation specialising in connecting talented professionals with rewarding career opportunities across the Information and Communication Technology sector. We partner with leading businesses to build exceptional IT teams that deliver high-quality technical support and solutions. Our mission is to bridge the gap between skilled professionals and organisations that need them, whilst fostering a culture of excellence, collaboration and continuous development. We pride ourselves on our commitment to our employees and clients, ensuring that every placement is a perfect fit that drives mutual success and growth.

📌 Service Desk Engineer (Brisbane)
🏢 Sonic Human Resourcing
📍 Brisbane