Job Description
Overview
We are seeking an experienced Level 2 Service Engineer to join a fast-paced Managed Services team supporting a diverse client base across infrastructure, cloud, networking, and security environments. This is a permanent opportunity.
Responsibilities
- Report to the Service Manager, provide high-quality technical support, act as an escalation point for Level 1 issues, and deliver exceptional customer service across managed service operations.
- Resolve Level 1–2 technical issues and manage escalations.
- Respond to support tickets within agreed SLAs.
- Provide application, network, and infrastructure support.
- Escalate complex issues to Level 3 engineers as required.
- Deliver deskside support and onsite client visits when needed.
- Maintain accurate ticketing and time entries in ConnectWise.
- Participate in an after-hours support roster.
- Mentor junior service team members.
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