Level 2 Service Desk Engineer
Resolve escalated endpoint, identity, Microsoft 365, network and line-of-business application issues, handled inside your PSA under your escalation rules.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Fewer unnecessary escalations and reopened tickets — because the issues that need real technical depth get it the first time.
What this role owns day to day
Core responsibilities
- Resolve escalated endpoint issues passed up from Level 1
- Manage identity issues in Entra ID and conditional access basics
- Troubleshoot Microsoft 365, network and LOB application faults
- Feed clean escalation notes forward to Systems Engineer when needed
Works inside
Reported on weekly
| Resolution time | Time from assignment to fix |
| Escalation rate | Share of tickets pushed to Systems Engineer |
| Reopen rate | Tickets that come back after "resolved" |
| Quality audit | Spot-checked documentation standard |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a ticket lands slightly outside the usual pattern — it still gets picked up, logged properly and either resolved or escalated cleanly.
What stays with your authorised staff
Works within approved access and change controls; high-impact changes, architecture and security decisions require authorised approval.
The same skillset, needed anywhere IT runs in-house
Paying an external MSP for support
- Tickets sit in a shared queue with other clients
- Support staff split attention across many businesses
- You rarely choose who works on your systems
Your own dedicated L2 engineer, outsourced to us
- One engineer, dedicated only to your business
- Reports to your own ops or IT manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Professional Services & Consulting
Any firm running its own Microsoft 365 tenant and laptops needs the same technical depth in-house.
Microsoft 365 · endpointsRetail & E-commerce
Multi-site networks, POS systems and endpoints need the same troubleshooting skillset internally.
POS · network · Wi-FiFinancial Services & Insurance
Regulated environments need the same identity, endpoint and cloud administration discipline.
M365 · Azure · Entra IDConstruction & Engineering
Site offices and project teams need the same endpoint and connectivity support internally.
Endpoints · connectivityNo guessing what this role worked on. Full sample report on the MSP Support page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Level 2 Service Desk Engineer
Ready to add this role to your team?
Tell us your ticket volume, tools and current escalation model — we'll shortlist candidates against your actual task list.