- Significant Work From Home allowance (hybrid structure)
- A supportive team that values good process and good outcomes
- Variety of work: multiple client environments, real troubleshooting, real responsibility
- Opportunities to develop into deeper specialisations (Microsoft 365, automation, security, etc.)
About the Role
Our client is an Australian Managed Services Provider that takes ownership of client outcomes — delivering responsive support, strong documentation, and clear communication. They covers a broad range of IT capability including Microsoft environments, cybersecurity thinking, backup/DR, and multi-site support — and take pride in doing the basics exceptionally well.
Currently seeking a Level 1/2 IT Support Technician. You’ll be part of the front-line team handling Level1/2 support across multiple client environments. This is a hands-on role — you’ll troubleshoot, resolve, document, communicate, and occasionally head onsite when remote isn’t the best option.
Key responsibilities
- Provide Level 1/2 support across Microsoft 365, Windows, networks, printers, and business applications (remote + onsite)
- Log and manage 100% of work in HaloPSA (their system of record) with strong ticket hygiene and clear notes
- Perform initial diagnostics, identify business impact, and escalate appropriately before SLA risk
- Deliver a calm, professional client experience — set expectations, give updates, and follow through
- Onsite support as required (device setups, network triage, user issues, hands-on fixes)
What we’re looking for (Must-haves)
- Experience in an MSP environment (or strong multi-client support experience)
- Solid Level 1/2 troubleshooting skills and a “figure it out” mindset
- Strong communication — you’re good with clients, not just computers
- Excellent documentation habits (notes that help the next tech)
- A reliable car + driver’s license (onsite visits are part of the job)
- Comfortable working independently while WFH, with consistent follow-through
Great to have (Advantage)
- Industry certifications (Microsoft, CompTIA, ITIL, Fortinet, etc.)
- SQL experience (querying/troubleshooting/reporting)
- Power Automate experience (building or supporting flows)
- Microsoft Copilot / Copilot Agents experience (or strong interest and exposure)
- Experience with backup, cybersecurity fundamentals, and multi-site environments
How our client works (this matters)
They run a structured service model focused on:
- Clear triage and prioritization
- Ownership-driven ticket flow
- Intelligent escalation with context
- Consistent updates to clients
- All anchored around HaloPSA as the single source of truth.
