Senior IT Helpdesk - Level 2 (MSP exp)
Milestone IT is currently working with a leading Managed Service Provider (MSP) to recruit an experienced Senior IT Helpdesk Engineer – Level 2 for a full-time position.
This is an excellent opportunity for an experienced IT support professional who is looking to take the next step in their career and work within a dynamic MSP environment supporting a diverse range of clients and technologies.
You'll be joining a professional technical team where you'll have the opportunity to work on more complex technical issues, contribute to projects and continue developing your skills.
Key Responsibilities
We're looking for someone who is technically capable, customer-focused and comfortable working in a fast-paced MSP environment.
You'll ideally have:
This is a fantastic opportunity for a Level 2 engineer who wants to move beyond basic helpdesk support and develop their career within an established MSP.
You'll gain exposure to:
Apply now or contact Milestone IT on (03) 9670 6682 for a confidential discussion.
This is an excellent opportunity for an experienced IT support professional who is looking to take the next step in their career and work within a dynamic MSP environment supporting a diverse range of clients and technologies.
You'll be joining a professional technical team where you'll have the opportunity to work on more complex technical issues, contribute to projects and continue developing your skills.
Key Responsibilities
- Provide Level 2 technical support to a diverse range of business clients.
- Troubleshoot and resolve escalated hardware, software and infrastructure issues.
- Support Microsoft 365, Windows 10/11 and Windows Server environments.
- Manage user accounts, permissions and Microsoft Entra ID.
- Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPNs and Wi-Fi.
- Support desktops, laptops, printers and other end-user technologies.
- Assist with server, virtualisation and cloud infrastructure support.
- Monitor and manage tickets through the MSP's PSA/ticketing platform.
- Escalate complex issues to Level 3 engineers when required.
- Assist with client onboarding, migrations, upgrades and other IT projects.
- Maintain accurate documentation and technical records.
- Provide excellent customer service and communicate technical issues clearly to clients.
We're looking for someone who is technically capable, customer-focused and comfortable working in a fast-paced MSP environment.
You'll ideally have:
- 2+ years' experience working in an MSP environment.
- Proven experience providing Level 2 IT support.
- Strong troubleshooting and problem-solving skills.
- Excellent Microsoft 365 and Windows knowledge.
- Experience with Microsoft Entra ID / Azure AD.
- Good understanding of networking fundamentals.
- Experience with remote support and RMM/PSA platforms.
- Strong communication and customer service skills.
- Excellent time management and ability to prioritise competing tickets.
- A proactive approach and willingness to take ownership of issues.
- The ability to work independently while contributing to a wider technical team.
This is a fantastic opportunity for a Level 2 engineer who wants to move beyond basic helpdesk support and develop their career within an established MSP.
You'll gain exposure to:
- A diverse range of clients and IT environments.
- Complex technical troubleshooting.
- Microsoft cloud and infrastructure technologies.
- Networking, servers and virtualisation.
- IT projects and client implementations.
- A supportive and technically focused team.
- Clear opportunities for career progression into Level 3 and Systems Engineering.
Apply now or contact Milestone IT on (03) 9670 6682 for a confidential discussion.