Cadence Connect is partnering exclusively with a well established and expanding Managed Services Provider to appoint a high calibre Level 2 Service Desk Engineer.
This opportunity is designed for engineers who understand the reality of MSP environments. Multiple clients. Multiple tenants. SLA driven delivery. End to end ticket ownership. Direct customer engagement. If your experience is limited to internal IT or a single environment service desk, this role will not be suitable.
About the Role
As a Level 2 Service Desk Engineer, you will serve as a key escalation point from Level 1 and take ownership of more complex technical issues across Microsoft 365 and Azure environments. You will support a broad client base, operate across multiple tenants and engage directly with customers, including onsite support where required.
This is a hands on MSP role offering genuine responsibility, accountability and progression, rather than basic desktop support.
Key Responsibilities
• Deliver Level 2 service desk support across multiple MSP client environments
• Support Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
• Administer Azure AD and Entra ID covering user, group and access management
• Troubleshoot Multi Factor Authentication, Conditional Access and identity related issues
• Provide Windows 10 and Windows 11 endpoint support
• Operate within hybrid environments using Active Directory and Group Policy
• Support Windows Server including file shares and permissions
• Troubleshoot VPN, DNS, DHCP and general connectivity issues
• Own incidents and service requests through to resolution
• Document solutions clearly and escalate effectively where required
• Work within MSP ticketing systems, SLAs and operational frameworks
• Engage with clients confidently and professionally
Skills and Experience
• Minimum 24 months experience within a Managed Services Provider environment
• Demonstrated experience operating at a genuine Level 2 Service Desk
• Strong troubleshooting capability across Microsoft 365 and Azure
• Experience supporting multiple clients and tenants simultaneously
• Strong ticket ownership, prioritisation and documentation skills
• Clear communication skills with a customer focused approach
What's on Offer
• A high bar technical environment with real ownership and accountability
• Exposure to complex Microsoft 365 and Azure environments
• Regular onsite client interaction
• Paid Microsoft certifications and structured professional development
• Clear progression pathways toward senior engineering roles
For further information or a confidential discussion, please contact:
*************@cadenceconnect.com.au
0411 816 ***