Job Description: Level 2–3 Support Analyst

Location: Sydney, NSW (Hybrid/On-site)
Employment Type: Full-time
Reports To: Service Desk Manager

About Us

We are an Australian Managed Service Provider (MSP) delivering end-to-end IT solutions and support to a diverse range of clients. Our focus is on providing exceptional customer service, proactive technology management, and secure, scalable solutions across endpoints, servers, and cloud environments.

We are looking for an experienced and motivated Level 2–3 Service Desk Analyst to join our growing team. This role is ideal for someone with a strong background in managed services who thrives in a fast-paced environment and enjoys solving complex technical problems.

Role Overview

The Level 2–3 Service Desk Analyst will be responsible for providing technical support and guidance to our clients. You will manage escalated incidents, work on problem resolution, and contribute to improving systems and processes.

You will work closely with other technical teams providing support with a strong focus on Microsoft platforms and endpoint security.

This role requires excellent communication skills, a client-first mindset, and the ability to juggle competing priorities while maintaining high service standards.

Key Responsibilities

Technical Support & Troubleshooting

Provide advanced support for escalated service desk tickets across endpoints, servers, and cloud environments.

Diagnose and resolve issues related to:

Microsoft 365 / Entra ID (Azure AD)

Microsoft Intune for endpoint management and compliance

Windows server and desktop operating systems

Minimum 3+ years of hands-on experience with Microsoft 365 and Entra ID is required.

Support security and compliance measures, including CrowdStrike endpoint protection and ThreatLocker application control.

Maintain a strong focus on problem management and root cause analysis to prevent recurring issues.

Systems Management

Assist in deploying, configuring, and maintaining client systems including servers, workstations, and mobile devices.

Implement and enforce best practices for patch management, backups, and disaster recovery.

Monitor client environments for performance and security using proactive tools and processes.

Client Engagement & Service Excellence

Deliver exceptional customer service and always maintain professional communication.

Provide guidance and training to clients where required, helping them understand and adopt new technologies.

Collaborate with Level 1 team members to provide mentorship and upskilling.

Operational Processes

Work within the ConnectWise ticketing system for incident, problem, and change management.

Document resolutions, procedures, and technical guides to build the team's knowledge base.

Contribute to continual improvement initiatives for service delivery and operational processes.

Required Skills & Experience

Technical Skills

Microsoft Cloud Platforms:

Microsoft 365 / Entra ID (Azure AD)

Intune for device management and compliance

Azure infrastructure and services (VMs, networking, storage)

Endpoint Security:

Experience with CrowdStrike or similar next-gen endpoint protection

Application control tools such as ThreatLocker

Windows Systems:

Server 2019/2022/2025 and Windows 10/11 desktop environments

Active Directory and Group Policy management

Networking:

Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls

MSP Tooling:

Proficiency in ConnectWise or similar ticketing and RMM tools

Professional Experience

Minimum 5 years working within an MSP environment.

Proven experience supporting multiple clients across diverse industries.

Strong troubleshooting and problem-solving skills in complex environments.

Soft Skills

Excellent verbal and written communication skills.

Ability to prioritise and manage multiple tasks in a high-pressure environment.

Strong customer service focus with a proactive approach to issue resolution.

Team player with mentoring capabilities.

Candidates must possess valid Australian work rights to be eligible for this position.

Qualifications & Certifications (Highly Desirable)

Microsoft certifications such as:

Microsoft 365 Certified: Fundamentals (MS-900)

Microsoft Certified: Identity and Access Administrator Associate (SC-300)

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

ITIL Foundation certification.

Networking certifications such as CompTIA Network+ or Cisco CCNA.

Why Join Us?

Work with cutting-edge cloud and security technologies.

Collaborative and supportive team environment.

Opportunity for career progression and ongoing professional development.

Exposure to diverse client environments across multiple industries.