Level 2 Service Desk Engineer

About Us

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently. Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first—our clients and our team.

About the Role

As a Level 2 Service Desk Engineer, you'll play a key role in supporting and maintaining a broad range of client environments. You'll be responsible for resolving complex technical issues, maintaining system stability, and delivering exceptional customer outcomes.

Responsibilities

• Provide proactive and reactive support across diverse client environments
• Troubleshoot and resolve infrastructure, server, networking, and cloud-related issues
• Maintain system continuity through monitoring, maintenance, and preventative support
• Manage incidents through to resolution, ensuring clients are kept informed throughout
• Accurately maintain tickets, documentation, and time records
• Collaborate with account managers, project teams, and other technical specialists
• Act as an escalation point for more complex technical issues
• Mentor and support junior engineers where required
• Contribute to continuous improvement initiatives and best-practice service delivery

Requirements

You'll thrive in this role if you:

• Have 3-5+ years' experience supporting client environments within an MSP
• Can confidently troubleshoot and resolve issues across servers, networking, Microsoft 365, and virtualised environments
• Take ownership of technical issues and see them through to resolution
• Have excellent communication skills and enjoy working directly with clients
• Are proactive, organised, and solutions-focused
• Enjoy collaborating with others and sharing technical knowledge

Skills

Strong Hands-on Experience With:

• Windows Server environments
• Microsoft 365 administration and support
• Networking technologies, including firewalls, switching, and routing
• Backup and disaster recovery solutions
• VMware and/or Hyper-V

Highly Regarded:

• Microsoft Azure
• PowerShell scripting
• Endpoint management and MDM platforms
• Cybersecurity technologies and best practices
• IP Telephony and unified communications solutions

Benefits

• Competitive salary that reflects your experience and capability
• A supportive, down-to-earth team environment
• Birthday leave – celebrate your day, on us
• Wellbeing leave – access up to two days per year from your personal leave balance
• Ongoing technical development and certification support
• Career progression opportunities across service delivery, projects, engineering, and leadership pathways
• Exposure to a broad range of technologies, industries, and client environments
• Challenging and rewarding work where your expertise is genuinely valued

Why Join Us

This is a hands-on technical role suited to an engineer who enjoys solving challenging problems, taking ownership of outcomes, and becoming a trusted advisor to clients. You'll join a growing national MSP with the backing, resources, and opportunities of a larger organisation, while still enjoying the support and culture of a close-knit local team.

All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.