About Emerging IT
At Emerging IT, our success is built on the success of our clients. We are committed to delivering reliable, cost-effective IT solutions backed by a team of skilled professionals who are passionate about service excellence. With a strong focus on transparency, flexibility, and security, our no-lock-in contracts reflect our client-first approach and the confidence we have in our service delivery.

We foster a collaborative and supportive team culture where innovation is encouraged, and professional development is a priority.

About the Role
We are currently seeking a capable and customer-focused Level 2 Service Desk Technician to join our growing team. This role is ideal for someone who enjoys working in a fast-paced managed services environment, has a strong technical foundation, and takes pride in delivering outstanding support to clients.

As a Level 2 Technician, you will be responsible for resolving more complex support tickets, assisting Level 1 team members with escalations, and contributing to the smooth delivery of IT services across a wide range of clients and industries.

Key Responsibilities

Provide Level 2 support across a range of technologies including desktops, servers, networking, cloud services, and business applications

Resolve technical issues both remotely and onsite as required

Escalate and liaise with Level 3 engineers for advanced troubleshooting

Communicate clearly and effectively with clients to manage expectations and provide timely updates

Maintain accurate documentation of incidents, requests, and changes within our ticketing system

Support the continuous improvement of service desk processes and knowledge sharing

Skills & Experience

2–5 years' experience in a service desk or IT support role (experience within an MSP is desirable)

Strong troubleshooting skills in Windows environments, Microsoft 365, and Active Directory

Familiarity with networking fundamentals and remote desktop tools

Experience with common ticketing systems and documentation practices

Excellent verbal and written communication skills

Strong customer service focus and ability to manage competing priorities

A proactive and collaborative attitude

Desirable Certifications & Experience

Microsoft 365 or Azure fundamentals

ITIL Foundation

Networking or security certifications (e.g. CCNA, Sophos, Meraki, etc.)

What We Offer

Competitive remuneration package

Ongoing training and support for certifications

Exposure to diverse technologies and client environments

A collaborative and professional team culture

Modern office environment in North Sydney

Team activities, events, and staff engagement initiatives