Level 2 Service Desk Engineer

About the role

T4 Group is seeking a Service Desk Engineer (Level 2) to join our growing Service Desk Team. You'll provide technical support to a variety of clients, resolve escalated issues, maintain high service standards, and help drive positive client outcomes. This is an ideal role for a strong Level 2 engineer looking to develop their technical skills, work with a supportive team, and grow their career within a cybersecurity-focused MSP.

Key responsibilities

• Provide Level 2 support across Microsoft 365, Windows, networking, cloud, and line-of-business applications.
• Resolve incidents and service requests within agreed service levels.
• Troubleshoot and remediate technical issues remotely and onsite when required.
• Escalate complex issues to senior engineers where appropriate.
• Maintain accurate ticket notes, documentation, and client records.
• Communicate effectively with clients regarding progress and resolutions.
• Contribute to knowledge base articles and process improvements.
• Assist with technology deployments, onboarding activities, and small projects.
• Support and mentor junior team members.

About you

• 3+ years' experience in an MSP environment.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• A proactive, organised, and team-oriented approach.
• Experience supporting multiple clients and technologies simultaneously.
• Microsoft 365 administration and support.
• Windows 11 and Windows Server.
• Active Directory and Group Policy.
• Microsoft Entra ID (Azure AD).
• Microsoft Intune.

Benefits

• Competitive salary.
• Certification and training opportunities.
• Exposure to diverse technologies and industries.
• Clear career progression pathways.
• Flexible working arrangements.
• Supportive and social team culture.
• Regular team events and activities.

About us

T4 Group is a cybersecurity-led Technology Success Provider (TSP) helping small and medium businesses operate securely, efficiently, and confidently. We specialise in managed IT and cyber security services for organisations in accounting, legal, health, and aged care. As an ISO 27001-certified organisation, we deliver secure, reliable technology outcomes that make a genuine difference for our clients.