Level 2 Service Desk/ Professional Services Engineer

L2 Service Desk / Professional Services Engineer

Full-Time | Oran Park

Alpha IT Solutions is looking for an L2 Service Desk / Professional Services Engineer to join their growing technical team. This is a hands-on, full-time, in-office role based in Oran Park, suited to a capable engineer who enjoys resolving complex technical issues, delivering hands-on project work, and building trust with clients through every interaction.

In this role, you will pick up the trickier issues our frontline team can't resolve, deliver small to medium client projects, and follow up on technical work identified during client visits, including investigating issues that keep coming back. You will work closely with the Technical Account Manager and the broader technical team to ensure clients receive fast, well-documented outcomes.

This is a full-time, office-based role at our Oran Park office, with travel to client sites for project work. We invest heavily in developing our engineers, funded certifications, a genuine technical pathway, and a team that backs you to grow. This is where you build the depth that opens doors.

About the Role

• Own escalated tickets from L1, applying deeper technical judgement to resolve issues within SLA

• Diagnose and resolve issues across Microsoft 365, Windows Server, networking and endpoint environments

• Triage incoming requests across phone, email, portal and Teams, capturing complete and accurate ticket data at first contact

• Deliver small to medium client projects: onboarding, migrations, upgrades and infrastructure changes

• Follow up on technical work identified during client visits, including investigating issues that keep coming back

• Coordinate with vendors where required to keep project work on track

• Maintain accurate documentation in IT Glue and log time and ticket notes to documented standards

• Communicate clearly and confidently with clients, explaining technical issues in plain language

What We Are Looking For

• Minimum 2 years' experience in an MSP or multi-client support environment

• Strong hands-on experience with Microsoft 365, Entra ID and Windows Server

• Solid networking fundamentals: DNS, DHCP, VLANs, firewalls

• Experience with a PSA ticketing platform, Autotask experience highly regarded

• Demonstrated ability to manage and deliver small to medium technical projects

• Excellent written and verbal communication, confident working directly with clients

• Current Microsoft certification, or clear evidence of equivalent working knowledge

• Genuinely curious about AI and emerging technology, and actively looking for ways to apply it to work smarter

• Current Australian driver's licence and ability to obtain current NSW Police check

Highly Regarded

• Experience mentoring or supporting L1 engineers

• Exposure to backup and disaster recovery platforms

• VoIP or telephony support experience

• Cybersecurity fundamentals

Why Join Alpha IT Solutions?

• Join a growing, client-focused MSP with a strong reputation for practical, high-quality IT solutions

• Work across a variety of projects, technologies and client environments

• Be part of a supportive team that values quality, accountability and continuous improvement

• Build a genuine pathway into deeper project delivery and professional services work

• Contribute to the direction of the business, alongside genuine support for your professional development and career progression

Apply Now

If you are looking for a role where you can combine technical depth, project delivery and client engagement, we would like to hear from you.