Level 2 Service Desk & Field Support - Managed Services Provider (MSP)

About IT&C

We are a leading TSP (Technology Solutions Provider) with a national presence going through massive growth.

We are utilising acquisitions as our growth strategy to become a leader in the Technology Services space for Australia, which includes 24/7 NOC, Support, Cloud, Telecomm services - to name a few. Our current primary offices are in Sydney, Central Coast, Brisbane, Gold Coast, Melbourne and Bundaberg.

We are looking for an experienced Service Desk & Field Support technician with excellent customer service skills to join our exciting tech team in Sydney/Castle Hill.

You must have the ability to resolve a range of issues for our diverse customer base across a range of technologies while delivering a personal touch.

This role is a mix of working from our office/home and visiting client sites when onsite work is required.

Main Duties & Responsibilities

• Providing support services both Onsite and Remote
• Work as part of a growing team to deliver the best possible outcomes
• Troubleshooting Operating System and application issues (Microsoft Windows / Mac OS)
• Microsoft 365 Administration (Exchange/SharePoint/Device Management)
• Active Directory Administration (On-Premises Active Directory, Azure Active Directory and Hybrid)
• Onsite visits to provide direct support where required
• Installing and configuring computer hardware onsite (Desktop/Laptop/Networking Equipment)
• Liaise and engage with 3rd party vendors for escalations as required
• Using a ticketing system (Connectwise Manage) for real-time record management
• Maintain and update internal documentation using IT Glue
• Ongoing vendor, industry training & certifications (e.g. Microsoft, Sophos, Datto, Fortinet - to name a few)

Required Skills

• A great attitude and willingness to learn new technologies
• Previous experience in an MSP support role is essential (minimum 3 years)
• Strong Windows Desktop Operating System experience (Windows 10 & Windows 11)
• Microsoft 365 Administration and Support experience (Admin Portal/Exchange/SharePoint/OneDrive) Modern Workspace
• Good understanding of Networking Technologies (DHCP/DNS/LAN/WLAN/WAN)
• Business Application Support experience (IE: Microsoft Applications, MYOB and Accounting Applications, Dropbox, Adobe CC, etc.)
• Peripheral troubleshooting (IE: printers/scanners/cameras)
• Experience with ticketing systems (Connectwise Manage desirable)
• Experience with RMM systems (Connectwise RMM desirable)
• Experience with Backup Technologies (Datto/StorageCraft desirable)
• Experience with Antivirus/XDR Technologies (Sophos desirable)
• Server support experience would be considerably advantageous, although not essential

Personal Attributes 

• A valid NSW driver’s license and your own roadworthy car
• Excellent communication and customer service skills
• Exceptional attention to detail and time management skills
• Ability to work autonomously and within a team
• Eager to continuously grow and improve technical skills
• Consistently presentable and punctual
   

Benefits

• Personal development - ongoing training around and industry certifications
• Exposure to a multitude of sites and network environments/technologies within SME, Enterprise and Government.
• Exposure to various projects and deployments
• Great team environment and culture
• Work-life balance flexibility (WFH, office, client sites)