L2/3 Service Desk Engineer

Love Service Desk? So do we.

There’s something genuinely satisfying about taking a technical problem, working out what’s really going on, and getting it resolved.

We’re looking for an experienced L2/3 Service Desk Engineer who loves that part of IT. Someone who enjoys helping clients, investigating problems, getting into the detail and seeing an issue right through to resolution.

You’ll enjoy the variety of working across different clients and technologies, and take pride in being someone clients and teammates can rely on when things get tricky.

You’ll already be strong at Level 2, with the technical curiosity and capability to tackle more complex issues, collaborate with the team and continue developing into deeper areas of the Microsoft modern workplace.

What you'll be doing

Working within our Service Operations team, you'll provide remote technical support across a diverse client base and Microsoft-focused technology environment.

Your day will include things like:

• Owning L2 support issues from investigation through to resolution

• Troubleshooting more complex Microsoft 365, Windows and endpoint issues

• Supporting users across the Microsoft modern workplace

• Investigating problems rather than simply treating symptoms

• Microsoft Entra ID, Intune, Exchange Online, Teams and SharePoint troubleshooting

• Windows 10/11 and general endpoint support

• Basic to intermediate networking troubleshooting across DNS, DHCP, TCP/IP, VPNs, Wi-Fi and connectivity

• Working with servers, Active Directory and hybrid environments where required

• Monitoring, investigating and resolving alerts and recurring issues

• Escalating effectively when required, with proper triage, investigation and useful technical detail already completed

• Maintaining accurate ticket notes, documentation and client information

• Sharing knowledge and helping less-experienced engineers troubleshoot and develop

• Looking for recurring problems and opportunities to improve the client environment, not just closing today's ticket

What we're looking for

You don't need to know absolutely everything.

You do need to be technically curious, comfortable troubleshooting and willing to keep digging when the answer isn't obvious.

You'll ideally have:

• Solid experience in an L2 Service Desk / Managed Services / IT Support environment

• Strong practical knowledge of the Microsoft modern workplace

• Microsoft 365 administration and troubleshooting experience

• Strong Windows desktop and endpoint troubleshooting skills

• Experience with Microsoft Entra ID and Intune

• Exchange Online and Microsoft Teams experience

• Active Directory and Group Policy knowledge

• A good understanding of networking fundamentals

• Experience supporting multiple customers, environments and priorities

• Strong troubleshooting and diagnostic skills

• Excellent written and verbal communication

• The ability to explain technical issues to non-technical users without making them feel stupid

• A genuine sense of ownership and follow-through

Experience within an MSP is required because you'll already understand the pace, variety and discipline involved in supporting multiple client environments.

Microsoft certifications

We value people who invest in their technical capability.

Current Microsoft certifications are highly regarded, particularly across areas such as:

• Microsoft 365

• Endpoint / Intune

• Azure

• Security

• Identity

We're interested in what you know and your willingness to keep learning.

The person we're really looking for

Technical capability matters, but attitude will make the difference.

You're probably going to fit well if you're the person who:

Gets curious when something doesn't make sense.
You want to understand why something isn't working, not just find the quickest workaround.

Owns the problem.
You don't throw a ticket over the fence because it became difficult.

Likes helping people.
Great technical support is ultimately about the person waiting on the other end.

Communicates.
Clients and teammates shouldn't have to chase you to find out what's happening.

Helps your peers.
You share what you know, collaborate and aren't precious about being the smartest person in the room.

Documents what you've done.
Because if nobody else can understand what happened, the job isn't quite finished.

Likes Service Desk.
This one is important. We're not looking for someone who sees this role purely as a stepping stone out of support. We're looking for someone who enjoys the challenge, variety and client interaction that comes with being a genuinely great support engineer.

Location

Our preference is Brisbane, where you'll have the opportunity to work closely with the broader MIACOR IT team.

That said, we won't let geography get in the way of the right person. If you're an exceptional fit for the role and based elsewhere in Australia, we'd still like to hear from you.

Why MIACOR IT?

We're an Australian managed services business that cares about doing things properly.

We're continuing to strengthen the way we deliver managed services, and we're looking for people who want to be part of that journey.

You'll work with a team where ownership, technical curiosity, communication and follow-through matter, and where good people are encouraged to develop their capability rather than simply churn through tickets.

If you're an experienced support engineer who loves solving problems, enjoys working with Microsoft technology and still genuinely gets a kick out of helping someone when their technology isn't behaving...

We'd like to hear from you.