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 *****:**** 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**** MSP to Watchby Channel Futures / MSP 501 (Informa) —the only Western Australian companyon 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 *****:**** 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**** MSP to Watchby Channel Futures / MSP 501 (Informa) —the only Western Australian companyon 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 skilled 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 in office, 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 RocketCyber
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 environment
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
#J-*****-Ljbffr

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