Level 1/2 Engineer

Level 1/2 Engineer | MSP experience required | Predominately work from home

Your new company

This organisation is a well‑established Managed Service Provider (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.

You’ll work closely with engineers and the Service Delivery Manager to ensure clear communication, balanced workloads, and an excellent customer experience. When capacity allows, you may also complete basic, documented support tasks. However, the primary focus of the role is service desk coordination rather than technical engineering.

The role is predominantly work from home. However, you must be located in Sydney, 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 10/11, 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 environment 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 charlie.pym@hays.com.au .

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.



LHS 297508

Summary

Job Type
Permanent
Industry
Technology & Internet Services
Location
NSW - Western Sydney
Specialism
Infrastructure
Ref:
2997413

Talk to a consultant

Talk to Charlie Pym, the specialist consultant managing this position, located in Sydney City
Level 14, Chifley Tower, 2 Chifley Square

Telephone: 0292492278

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