Work with cutting-edge cloud and network technologies.
Join a supportive, high-performing IT team Great career growth and certification opportunities.
Service Engineer – Level 2 ?? Location: Canberra ?? Type: Permanent | Full-Time ?? Salary: Competitive Annual Package About the Company Join a leading IT services provider that's passionate about delivering innovative managed solutions and outstanding customer experiences.
You'll be part of a collaborative, high-performing team that values growth, learning, and excellence.
About the Role We're looking for a skilled Service Engineer – Level 2 to deliver exceptional technical support and service to a diverse range of clients.
In this role, you'll act as a key escalation point for Level 1–2 incidents, resolve complex technical issues, and contribute to process improvement across the business.
You'll collaborate closely with internal teams and external stakeholders to ensure seamless IT operations and exceptional service delivery.
Key Responsibilities Escalation Management Act as the primary point of escalation for the service team Resolve Level 1–2 technical issues and maintain clear communication with clients and colleagues Coordinate and manage escalation events and critical incidents Support and mentor junior team members as needed Escalate Level 3 issues promptly and appropriately Service Operations Act as the second point of contact for incoming support calls and emails Respond to and resolve tickets within agreed Service Level Agreements (SLAs) Provide onsite and remote support for networks, applications, and infrastructure Collaborate with senior engineers and specialists for Level 3 issues Maintain accurate client and ticket records in the CRM system Participate in the rotational after-hours support roster Deliver high-quality service and maintain strong client relationships What You'll Bring Qualifications (Desirable): ITILv4 Foundations Microsoft Server (MCSA) CCNA (Routing Switching) Fortinet NSE4 Azure Fundamentals Nutanix MCP–MCI Project management or ITIL framework certifications Essential Experience: 2+ years of technical experience in a Managed Service Provider (MSP) environment Hands-on experience with: Networking: WatchGuard, Forti, Aruba, Ubiquiti Phones: SIP, Teams, 3CX Cloud Applications: SharePoint, Azure, Wintel Security: MDM, Sophos, Defender, Tenable Infrastructure: Veeam, APC, Synology, Nutanix, Avigilon Desirable Experience: VMWare Certified Professional Windows Server management **********) Active Directory / Exchange / SQL Virtualisation (VMware / HyperV / AHV / KVM) About You Excellent communication, time management, and organisational skills Strong problem-solving ability and attention to detail Resilient, proactive, and adaptable in a fast-paced environment Team-oriented with mentoring and leadership potential Motivated by quality service and continuous improvement Why You'll Love Working Here Supportive, collaborative team culture Opportunities for professional growth and certification Exposure to a variety of technologies and client environments A dynamic workplace where your contributions make an impact Diversity, Equity Inclusion at Hudson Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive.
We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.
Casual Loading Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading.
This excludes permanent and fixed term roles.
Consultant ********************* Reference number: ****** Profession:IT, Technology DigitalEngineering - Network IT, Technology DigitalHelp Desk IT Support Company: Hudson Date posted: 15th Oct, ****