Level 1/2 Engineer | Predominantly work from home | Must live in Newcastle or the Central Coast Your new company This organisation is a well-established MSP supporting small to medium businesses across a broad technology stack, with a strong focus on Microsoft 365, cloud services, and end-user support. They pride themselves on delivering high-quality service and building long-term client relationships. Your new role As a Level 1/2 Service Desk Support professional, you'll be the first point of contact for customers, managing inbound support requests and owning the service desk queue. The core focus of the role is ticket triage, prioritisation, dispatch, and coordination, ensuring issues are logged accurately, assigned efficiently, and progressed in line with service levels. The role is predominantly work from home. However, you must be located in Newcastle or the Central Coast to be considered. What you'll need to succeed Previous experience in a Level 1/2 service desk role within an MSP environment (desirable) Hands-on support experience with Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint, OneDrive) Strong working knowledge of Windows 10/11, user account management, and end-user device troubleshooting Experience supporting desktops, laptops, printers, and common peripherals Practical experience with Active Directory (user creation, password resets, group and permissions management) Familiarity with ticketing systems and working to SLAs in a queue-based environment Strong ability to triage, prioritise, and escalate incidents appropriately Ability to manage multiple tickets simultaneously in a fast-paced MSP setting High attention to detail when documenting tickets and following processes What you'll get in return Predominantly work-from-home flexibility Exposure to modern workplace technologies and cloud environments Ongoing training in service desk processes and best practice Supportive MSP team environment with clear internal pathways Stable, long-term opportunity within a growing organisation What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to charlie.pym@hays.com.au. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 2952749
