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Level 2 Helpdesk Engineer

Experience: 1 year minimum

About the role:

We are currently seeking a talented and motivated Level 1 Helpdesk Engineer to join our growing Managed Services Provider (MSP) team. The successful candidate will be responsible for providing exceptional technical support and customer service to our clients in the areas network, system, and application troubleshooting. As a Level 1 Helpdesk Engineer, you will play a crucial role in supporting or clients’ and their IT infrastructure, ensuring smooth business operations.

Key Responsibilities:

  • Provide Level 1 technical support to clients via phone, email, and remote desktop connection.
  • Troubleshoot, diagnose, and resolve network, hardware, software, and system issues efficiently and accurately.
  • Escalate complex technical issues to senior engineers or management when necessary.
  • Document and track client issues, resolutions, and related processes in our ticketing system.
  • Maintain a high level of customer satisfaction by delivering prompt and effective solutions to client issues.
  • Collaborate with team members to share knowledge and develop best practices for support procedures.
  • Participate in ongoing professional development opportunities to stay up-to-date with industry trends and advancements.
  • Adhere to company policies, procedures, and service level agreements (SLAs) to ensure consistent service delivery.



At least 1 year of experience in a Level 1 helpdesk or technical support role, preferably within an MSP environment.

  1. Relevant IT certifications (e.g., CompTIA A+, ITILv4, Network+, Microsoft Certified Professional) are highly desirable.
  2. Knowledge of desktop operating systems, Microsoft Office 365, and Active Directory.
  3. Familiarity with network technologies such as routers, switches, firewalls, and wireless access points.
  4. Fundamental understanding of cybersecurity best practices and protocols.
  5. Excellent problem-solving and critical thinking skills, with the ability to work effectively under pressure.
  6. Outstanding communication and interpersonal skills, with a focus on providing exceptional customer service.
  7. Strong organisational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
  8. Self-motivated and able to work independently as well as in a team environment.
  9. A valid Australian driver’s license and reliable transportation.

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