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 ResponsibilitiesEscalation 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:

• 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

• 2+ years of technical experience in a Managed Service Provider (MSP) environment
• Hands-on experience with:

Desirable Experience:

• VMWare Certified Professional
• Windows Server management (2008–2016)
• 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.