Service Desk Support Engineer (Melbourne)

Byte is an Australian-owned IT services business headquartered in Melbourne, with over 30 years of experience delivering contact centre, cloud, infrastructure, security, and modern workplace solutions. We're passionate about what technology enables
- helping people and organisations work smarter, collaborate better, and achieve more. At Byte, we empower our people to do their best work every day in a supportive, creative, and customer-first workplace. What We Are Looking For We're seeking a Service Desk Support Engineer (Level 2) who thrives in a quick‑paced Managed Services environment and enjoys solving complex technical issues while delivering exceptional customer outcomes. You’ll bring:
- 3–6 years' experience in a Level 2 Service Desk / Support Engineer role (ideally MSP)
- Strong hands‑on experience across Microsoft Modern Workplace (Microsoft 365, Intune, Entra ID, Teams, SharePoint, OneDrive)
- Experience supporting Microsoft Dynamics 365 / Business Central, including user access, roles, and troubleshooting
- Solid understanding of identity and security concepts (MFA, Conditional Access, device compliance)
- Experience supporting Windows 11 endpoints and core desktop environments
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Robust troubleshooting and analytical problem‑solving skills
- Excellent communication skills with a customer‑first mindset
- Experience using ConnectWise Manage (or similar)
- Familiarity with ITIL principles Service Desk & Incident Management
- Provide Level 2 support to internal users and managed service clients
- Own incidents and service requests through to resolution within SLAs
- Perform advanced troubleshooting and fault resolution (remote and onsite)
- Contribute to problem management through root cause analysis and preventative actions
- Maintain accurate ticketing, categorisation, and time entry in ConnectWise Manage
- Support Major Incident Management processes where required Microsoft Modern Workplace
- Support Microsoft 365 (Outlook, Exchange Online, Teams, Office apps)
- Manage SharePoint Online & OneDrive (permissions, sync, sharing, migrations)
- Troubleshoot Windows 11 endpoints, BitLocker, and endpoint security issues Microsoft Dynamics
- Provide Level 2 support for Dynamics 365 / Business Central
- Troubleshoot application issues, errors, and performance concerns
- Support integrations (Outlook, Excel, APIs/connectors)
- Assist with configuration changes under change control
- Manage user access and licensing in line with security best practices Client Engagement
- Deliver a high level of customer service and professionalism
- Communicate clearly with clients on status, next steps, and timelines
- Build strong relationships with stakeholders and internal teams
- Translate technical issues into business‑friendly language On-Call
- Participate in a rotational on‑call roster (including after‑hours and weekends)
- Respond to priority incidents within agreed response targets Benefits @Byte Work with leading Microsoft cloud and modern workplace technologies. Ongoing learning and certification opportunities. Exposure to diverse clients and technologies in a dynamic MSP environment. Supportive, inclusive, and collaborative team culture. Regular team events and initiatives that celebrate diversity and connection. Ready to Apply? If you're passionate about solving complex technical problems and delivering exceptional customer experiences, we'd love to hear from you. Apply now and be part of a team that empowers people to do their best work. #J-*****-Ljbffr #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ru79s