About FusionRed

FusionRed is a leading Managed IT Services Provider based in Australia, specialising in secure and strategic technology solutions. We support small to mid-sized businesses with cloud services, cybersecurity, IT support, and advisory – with a strong focus on aligning IT with business goals. As a security-first MSP, we’re committed to building long-term client relationships and empowering businesses with resilient, scalable technology.

Role Summary

As a Level 2 Service Desk Engineer, you will be responsible for resolving escalated support requests, assisting with complex troubleshooting, and ensuring high-quality service delivery to our clients. You will work closely with our Service Desk and Projects teams to deliver technical support across a wide range of environments. This role is ideal for a technically competent and service-oriented engineer who thrives in a fast-paced, client-focused environment.

Key Responsibilities

Take ownership of escalated tickets from Level 1 and resolve more complex technical issues (Level 2).

Provide support for Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) including user setup and troubleshooting.

Manage and maintain Windows Server environments, including Active Directory, DNS, DHCP, and Group Policies.

Diagnose and fix networking problems such as VPN, firewalls, printers, and connectivity.

Investigate recurring issues, find root causes, and document solutions.

Work with project engineers on client onboarding, system upgrades, and new deployments.

Share knowledge and contribute to improving documentation across the team.

Requirements

Must-Haves:

Minimum 2 years’ experience in a technical support role within an MSP environment.

Current and valid Australian Driver’s Licence.

Australia resident or permanent resident.

Strong knowledge of Microsoft 365 administration and troubleshooting.

Solid understanding of Windows Server, Active Directory, Group Policy, and networking fundamentals.

Experience with PSA and RMM tools

Strong written and verbal communication skills.

Ability to prioritise and manage multiple tickets/tasks effectively.

Commitment to delivering high-quality customer service.

Nice-to-Have:

Familiarity with Microsoft Teams Phone, SharePoint migrations, and Intune/Endpoint Manager

Experience with cybersecurity platforms (e.g., ThreatLocker, email filtering, EDR, MFA enforcement).

Relevant IT certifications (Microsoft, CompTIA, ITIL).