- Fully remote role with a professional Melbourne-based MSP
- Support a diverse range of clients across multiple industries
- Collaborative and supportive technical team
- Opportunity to grow into more senior technical roles
About the Role
Our client, a Melbourne-based Managed Service Provider (MSP) seeking an experienced IT Support (L1 – L2) professional to join their remote team. This role is critical in delivering exceptional first-line support, ensuring client requests are triaged, prioritised, and resolved efficiently while maintaining a high level of customer service.
You will act as the first point of contact for clients, managing incoming tickets in Halo PSA, providing technical troubleshooting, and working closely with our technical team to ensure timely resolution of issues. This role suits someone who is technically capable, highly organised, and passionate about delivering outstanding client support.
Key Responsibilities:
- Manage and triage incoming support tickets in Halo PSA, ensuring accurate prioritisation and assignment
- Provide Level 1-2 technical support, including troubleshooting Microsoft 365, user access, and general IT issues
- Act as the first point of contact for clients via phone, email, and Microsoft Teams
- Answer incoming calls professionally and route or resolve issues appropriately
- Maintain accurate ticket updates, documentation, and system records
- Perform basic system administration and support tasks where applicable
- Collaborate closely with the technical team to ensure efficient issue resolution
- Deliver a high level of customer service and maintain strong client relationships
Skills and Experiences:
- Proven experience in IT Support, Service Desk, or IT Administration (L1-L2 level)
- Excellent spoken and written English with a professional phone manner
- Experience using PSA tools such as Halo PSA (highly regarded)
- Strong knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive
- Solid troubleshooting skills across Windows environments, user access, and general IT support
- Strong organisational skills with the ability to manage multiple tickets simultaneously
- Ability to work independently in a remote environment
- Previous experience working in an MSP environment (highly desirable)
- Reliable internet connection and availability to work AEST business hours
