Level 2 Helpdesk Engineer

The Level 2 Helpdesk Engineer provides responsive technical support to Perth Support clients, resolving service requests and incidents across end-user devices, Microsoft 365, Windows Server and common network environments. The position works within the BAU (Business as Usual) team, taking ownership of tickets, supporting clients remotely and onsite, maintaining accurate documentation and escalating issues to senior engineers when they fall outside the role's capability or authority. The engineer will also assist with routine project tasks and continue developing technical skills across Microsoft cloud, endpoint, Server and networking technologies.

Technical Support and Escalations

• Provide support for service requests and incidents escalated from the helpdesk.

• Take ownership of assigned tickets through diagnosis, resolution, client confirmation and closure.

• Troubleshoot issues across desktops, laptops, mobile devices, Microsoft 365, Windows Server and common network services.

• Recognise recurring issues, record findings and contribute to root-cause investigation with senior engineers.

• Support clients remotely, by telephone and onsite when required.

• Manage competing priorities while maintaining accurate ticket notes, time entries and client communications.

• Escalate high-risk, security-related or unresolved issues promptly with a clear technical handover.

Microsoft Cloud and Modern Workplace

• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive and Entra ID.

• Support user accounts, groups, permissions, multifactor authentication and approved access changes.

• Enrol and support Windows, iOS and Android devices using Microsoft Intune and remote management platforms.

• Assist with endpoint compliance, configuration policies, application deployment, patching and security baselines.

• Complete defined Microsoft 365 tenant changes, onboarding tasks and migration activities under appropriate guidance.

• Assist clients with licensing queries and day-to-day use of approved Microsoft services.

Infrastructure and Networking

• Administer and troubleshoot Windows Server services, including Active Directory, Group Policy, DNS and DHCP, within documented procedures.

• Support virtualised, hybrid and on-premises environments and escalate complex infrastructure issues when required.

• Install, configure and maintain desktops, laptops, smartphones, peripherals and approved server hardware.

• Apply operating system, application, firmware and security updates using approved change processes.

• Troubleshoot networking fundamentals including TCP/IP, DNS, DHCP, wireless networks, firewalls and VPNs.

• Monitor backups, perform approved restores and escalate failed jobs or recovery risks.

• Respond to monitoring alerts and record or escalate identified performance, capacity and security concerns.

Cybersecurity

• Apply a security-first approach to client support and follow documented security procedures.

• Identify and promptly escalate suspected account compromise, malware, phishing or unauthorised access.

• Complete approved remediation tasks such as patching, endpoint protection checks, MFA setup and access changes.

• Assist with routine security reviews and uplift activities under guidance.

• Maintain the confidentiality, integrity and availability of client and company information.

• Document security-related actions accurately and escalate material risks without delay.

Projects and Continuous Improvement

• Assist senior engineers with defined client and internal project tasks, testing, deployment and documentation.

• Complete assigned project activities to agreed scope, timeframes and change procedures.

• Use approved scripts and automation tools for repeatable support tasks, with review where required.

• Identify recurring issues and suggest practical improvements to service delivery and standardisation.

• Create and maintain clear knowledge-base articles, procedures and client documentation.

• Assist with technical information gathering, equipment preparation and procurement activities when requested.

• Show strong interest and initiative with leading AI tools

Client Service and Team Contribution

• Build trusted relationships with clients through professional, reliable and practical support.

• Explain technical issues and next steps clearly to technical and non-technical users.

• Set realistic expectations and provide timely ticket updates.

• Collaborate with other engineers, seek guidance when needed and share useful troubleshooting knowledge.

• Participate in team meetings, training, reviews and service-improvement activities.

• Represent Perth Support positively and uphold its values and professional standards.

• Perform other reasonable duties appropriate to the position as directed by the Chief Technology Officer.

Essential Experience and Skills

• At least two years of practical IT support experience, ideally in a managed service provider or multi-client environment.

• Experience resolving BAU service desk or desktop support issues and knowing when to escalate.

• Hands-on support experience Windows 11.

• Working administration and troubleshooting knowledge of Microsoft 365, Exchange Online, Entra ID and Microsoft Intune.

• Working knowledge of Windows Server, Active Directory, Group Policy, DNS and DHCP.

• Sound networking fundamentals, including TCP/IP, switching, wireless networks, firewalls and VPNs.

• Experience supporting desktops, laptops, mobile devices, printers and common business applications.

• Experience with patching, endpoint protection, backups and basic restore activities.

• Experience managing tickets, priorities, notes and time entries in a PSA or service-management platform.

• Good analytical, troubleshooting and problem-solving skills.

• Clear written, verbal and interpersonal communication skills.

• Reliable documentation, time management and organisational skills.

• A consistent record of professional customer service remotely and onsite.

• The ability to work independently on routine BAU helpdesk tasks while collaborating with and escalating to senior team members.

Desirable Experience and Qualifications

• Relevant Microsoft, CompTIA or other industry certifications.

• Exposure to Azure, hybrid identity and cloud infrastructure.

• Experience with Microsoft Defender, Conditional Access or security baselines.

• Experience with backup and disaster-recovery platforms.

• Awareness of recognised cybersecurity frameworks, including the ASD Essential Eight or SMB1001.

• Basic PowerShell or other scripting experience.

• Experience assisting with Microsoft 365 migrations, device rollouts or infrastructure projects.

• Familiarity with RMM, PSA and client documentation platforms used in managed services.

• Experience supporting Microsoft Teams Phone, SIP or related voice services.

Personal Attributes

• Accountable for assigned tickets and willing to take ownership.

• Calm and methodical when troubleshooting technical issues.

• Client-focused, approachable and professional.

• Detail-oriented and consistent.

• Proactive in identifying recurring issues and service improvements.

• Comfortable balancing ticket workload, onsite support and assigned project tasks.

• Collaborative, receptive to guidance and willing to share knowledge.

• Committed to ongoing technical learning and professional development.

• Able to communicate honestly when an issue requires more investigation or escalation.

• Flexible working following a successful 6-month probation period based on achievement of performance metrics.

• Access to team IT equipment discounts.

• Access to free counselling and support services for you and your immediate family through our Employee Assistance Program (EAP).

• Complimentary Birthday leave day per year.

• Access to professional resources, mentoring, and industry events.

• Opportunity for increased remuneration following a successful 6-month probation period based on achievement of performance metrics.

Perth Support is a Perth-based managed service provider delivering reliable, secure and practical technology solutions to valued clients. We are a close-knit team of IT professionals committed to responsive service, technical excellence, clear communication and long-term client relationships.

Ready to make an impact and grow your career with one of Perth’s leading local IT support teams? To be considered for this role, please include in your cover letter a short paragraph about your thoughts on AI's use in a managed services provider context and factors which should be taken into consideration. Apply now to join Perth Support and be part of a company that invests in your success!