Exigo Tech - L2 Service Desk Engineer - Technical Support

The Opportunity :

We are currently seeking a proactive and customer-focused Level 2 Service Desk Engineer to join our dynamic support team. This role is perfect for someone who thrives in a fast-paced Managed Services Provider (MSP) environment and enjoys balancing hands-on support with project delivery responsibilities. You will be the escalation point for Level 1 engineers and act as a bridge between support and engineering teams.

Key Responsibilities :

- Serve as an escalation point for Level 1 support technicians, assisting with troubleshooting and mentoring.

- Manage and resolve tickets within SLAs, ensuring documentation is accurate and complete.

- Work directly with clients to resolve complex issues, deliver exceptional service, and build trusted relationships.

- Assist in project delivery and implementation tasks, including system rollouts, migrations, and upgrades.

- Proactively monitor systems and identify potential issues before they impact users.

- Contribute to internal knowledge bases and documentation for repeatable tasks and known issues.

- Participate in an on-call rotation or after-hours support as required.

Essential Skills & Qualifications :

- Strong knowledge of and hands-on experience with:

a. Microsoft Windows (all current versions)

b. Active Directory, Group Policy

c. Office 365 administration

d. Azure AD, Hyper-V

e. Terminal Services / Citrix environments

f. SAN (Storage Area Network) technologies

- Working knowledge of networking concepts, including: TCP/IP, DNS, DHCP, VPNs, basic routing/switching

- Analytical and troubleshooting skills with a proactive, problem-solving mindset.

- Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical users.

- Ability to manage multiple tasks and priorities while working independently or collaboratively.

- Customer-first attitude with a professional and friendly demeanor.

- Full Australian working rights