L2 Service Desk Engineer Roles

Salary: $75k - $95k p.a.

The ICT Support and Test Engineer is responsible for providing high-level technical support, troubleshooting, and testing of ICT systems, networks, and applications. The role requires hands-on experience in diagnosing and resolving complex technical issues while ensuring optimal system performance and security.

• Provide Level 2 support for Windows and Mac environments, including Windows Server (2012-2019), Windows 10/11, and Mac OS X.
• Diagnose and resolve server infrastructure issues, including Active Directory (AD), Exchange, Group Policy, and disk space management.
• Troubleshoot network infrastructure, including modems, routers, switches, firewalls (WatchGuard), and VPN connectivity.
• Provide support for cloud environments such as Microsoft Office 365, Azure, and Acronis Backup.
• Handle software troubleshooting, including Microsoft Office applications, 3CX VoIP systems, and proprietary business applications.
• Perform remote and onsite troubleshooting for both hardware and software issues.

• Develop and execute test plans for software applications and IT systems.
• Identify, document, and resolve system bugs and inconsistencies.
• Work closely with development teams to improve system performance and user experience.
• Conduct system updates and patches following change management processes.
• Implement security protocols to mitigate vulnerabilities and maintain data integrity.

• Assist in the deployment and configuration of IT infrastructure, including physical and virtual servers.
• Maintain and monitor backup solutions to ensure data protection and recovery.
• Plan and execute large-scale deployments, including new system rollouts and migrations.
• Collaborate with senior engineers to optimize network and server performance.

• Maintain accurate records of support requests, troubleshooting steps, and resolutions.
• Document system configurations, test results, and best practices for knowledge sharing.
• Ensure compliance with industry standards, security policies, and IT governance frameworks.

• Technical Proficiency: Strong understanding of Windows and Mac OS environments, Microsoft Office 365, Active Directory, networking fundamentals, and cloud platforms.
• Problem-Solving: Ability to analyze complex issues and develop effective solutions with minimal supervision.
• Testing & QA: Experience in system testing, software debugging, and troubleshooting.
• Customer Service: Strong interpersonal and communication skills to interact with clients and internal teams.
• Security & Compliance: Knowledge of cybersecurity best practices, backup solutions, and data protection.

• Relevant Diploma or Degree in Information Technology, Computer Science, or a related field.
• Microsoft Certifications (MCSE: Core Infrastructure, MTA98-366) preferred.
• CompTIA A+ and Network+ certifications.
• Experience with ITIL framework and service management processes is a plus.

• Minimum of 5 years experience in IT support, system administration, or a related role.
• Background in managed IT services, consulting, or enterprise IT environments.
• Hands-on experience with Hyper-V, VMware, 3CX VoIP systems, and enterprise backup solutions.
• Experience working in high-paced IT environments with complex infrastructure requirements.

Salary: $75k - $95k p.a.