Level 2 Service Desk Engineer

Level 2 Service Desk Engineer | Gladstone
Lead technical outcomes. Solve complex challenges. Make a real impact for clients. We're looking for an experienced Level 2 Service Desk Engineer to join our Gladstone team. This is an opportunity for a technically capable MSP professional who enjoys solving infrastructure, server, networking and cloud challenges while building trusted relationships with clients. If you're looking for a role where you can take ownership, tackle complex technical issues, and work across a diverse range of technologies and client environments, we'd love to hear from you.

Who We Are 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.

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.
In This Role, You'll

• 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

• 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

• 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

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

• 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