Managed Services Tier 2 Support Specialist

Managed IT is a Perth-based Managed Services Provider (MSP), supporting local government, not-for-profit, NDIS, mining and resources, and professional services clients across Western Australia for over 21 years. We're ISO/IEC 27001:2022 certified and hold multiple WA government accreditation panels — our clients trust us with regulated, compliance-heavy environments, and that trust is built client by client, on-site, by the people who show up for them.

Named a 2026 MSP to Watch by Channel Futures / MSP 501 (Informa) — the only Western Australian company on this year's global list of 130 managed service providers worldwide (six of them Australian).

About Managed IT

Managed IT is a Perth-based Managed Services Provider (MSP), supporting local government, not-for-profit, NDIS, mining and resources, and professional services clients across Western Australia for over 21 years. We're ISO/IEC 27001:2022 certified and hold multiple WA government accreditation panels — our clients trust us with regulated, compliance-heavy environments, and that trust is built client by client, on-site, by the people who show up for them.

Named a 2026 MSP to Watch by Channel Futures / MSP 501 (Informa) — the only Western Australian company on this year's global list of 130 managed service providers worldwide (six of them Australian).

About the Role

This is a client-facing, site-based Tier 2 role. You'll be working across our metro Perth client base — much of it professional services and regulated-sector clients who expect more than a fixed ticket. They expect you to operate as one of their team: to know their environment, speak their language, and share their appetite for continuous improvement through ICT.

You'll act as the escalation point for Tier 1 analysts, resolve complex incidents, and be a visible,



trusted presence in client offices — not just a name in a ticketing system.

Key Responsibilities

- Provide Tier 2 technical support for escalated incidents and service requests, on-site and remote

- Investigate and resolve complex hardware, software, and network issues

- Represent Managed IT as an embedded, trusted extension of each client's own team — building relationships, not just closing tickets

- Maintain close communication with the Service Desk Team Lead while on-site, keeping them abreast of client satisfaction and proactively managing client expectations at all times

- Ensure incidents are tracked and resolved in line with SLAs

- Proactively identify recurring problems and contribute to service improvement

- Maintain and contribute to a shared knowledge base

- Collaborate with internal teams, vendors, and stakeholders

- Demonstrate ownership and accountability for service outcomes

Skills & Qualifications Education & Experience

- Bachelor's degree in IT, Computer Science, or a related field preferred

- Current Microsoft certifications are expected (e.g. MD-102, MS-102, SC-300, or equivalent), with a demonstrated commitment to continue building certification depth as Microsoft's platform evolves

- Certifications such as ITIL or CompTIA A+ are advantageous

- At least 3 years of service desk experience, including 1+ year at Tier 2 level in an MSP environment

- Demonstrated experience supporting a professional services client base (or similarly relationship-driven environment) is highly regarded

Technical Skills





- Expertise in troubleshooting Windows and Mac operating systems, hardware, and network connectivity

- Strong understanding of Active Directory, Microsoft 365, and common business applications

- Experience with virtualisation platforms, remote desktop services, and mobile device management

- Familiarity with tools such as Autotask PSA, Datto RMM, IT Glue, Datto EDR, and Rocket Cyber

- Experience working within ITIL-aligned service management environments

What We're Looking For

- Outstanding interpersonal skills and an intuitive, professional manner with clients — this is as much a relationship role as a technical one

- Outstanding personal presentation and grooming, with business attire worn at all times — you are the face of Managed IT in every client office you enter

- Ability to read a client's culture and match their tone, pace, and enthusiasm for improvement

- Customer-centric mindset with excellent communication skills

- Strong analytical and troubleshooting skills with a focus on continuous improvement

- Ability to manage multiple priorities in a dynamic setting

- Reliable, professional, and focused on maintaining client confidentiality

- Genuine openness to client-site work across the Perth metro area, including meeting clients as part of the interview process to confirm cultural fit

You must be eligible to work in Australia, hold a valid driver's licence, and have a reliable vehicle (travel to client sites required; KM reimbursement applies).

Benefits & Perks

- Work with a high-performing, supportive team in a well-established, growing MSP

- Ongoing professional development and certifications

- Brand-new West Perth office with nearby parking, shops, and public transport access

- Competitive salary package

- Company laptop and mobile phone provided

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📌 Managed Services Tier 2 Support Specialist (Australia)
🏢 Managed IT
📍 Australia