IT Consultant / Technical Account Manager

Join our growing MSP team and work at the sharp end of an ever-changing technology landscape. We support a wide range of small to medium businesses across multiple industries, providing everything from day-to-day IT support through to higher-level technical escalation, problem-solving and project works. This role is perfect for someone who enjoys variety, values professionalism, and takes pride in being reliable, diligent, and genuinely motivated to help people. If you like learning, adapting, and making a real impact for customers who rely on you, you’ll feel right at home with us

You’ll be a Level 2 consultant / Technical Account Manager on our Managed Services Support Desk, delivering phone and email technical support, performing anything and everything from scheduled maintenance, emergency responses, day to day support, application deployments, and attending client sites when needed. You’ll be involved in different shifts including on-call and late shift on a rotation schedule. You’ll balance independent remote work with in-office collaboration at North Ryde and direct client facing opportunities.

What you’ll do

Technical site ownership and management, meet with customers, raise concerns and provide technical solutions. Help manage cost and spend on your assigned sites.

Own and resolve Level 2 tickets across Windows Server, Microsoft 365, Windows, networking, and common business apps

Provide clear, friendly phone and email support to end users and IT contacts

Maintain diligent ticket notes and accurate time entries in our PSA

Perform routine maintenance, patching, and health checks

Escalate effectively and collaborate with the wider team when required





Visit client sites across Sydney for project tasks and on-site troubleshooting (as needed)

What you’ll bring

4+ years in IT support (MSP experience valued but not required)

Strong troubleshooting across:

Windows 11 and Windows Server / Active Directory

Networking fundamentals (DNS/DHCP/VPN; basic firewall/switch/Wi-Fi) setup and troubleshooting

End-User Support

Security-First Thinking

Firewall management (FortiGate / Fortinet stack)

Email security (SPF, DKIM, DMARC, Mimecast)

Patch management & vulnerability awareness

Firewalls, switches, VLAN, DNS basics

Site-to-site VPNs, remote access

ISP coordination

Backup, Disaster Recovery & Resilience

Talking clients through risk and recovery

Customer Communication & Professionalism

Explaining technical issues in plain English

Writing professional emails

Managing expectations, not just tickets

Being calm, reliable, and trusted

Strict discipline with ticket hygiene and time tracking, based around ITIL and SLA agreements

Ability to work independently and as part of a team, be involved in group meetings and provide technical expertise

Sydney-based, able to attend North Ryde occasionally and travel to client sites around Sydney Metro

Nice to have (bonus points)

Experience with PSA/RMM tools (e.g., Autotask, N-able)

Exposure to compliance/NIST/ISO 27001/ Essential 8 environments

Leader or Management experience

Why you’ll love it here

Variety: different clients, industries, and tech every day

Career development: hands-on experience across modern Microsoft and security stacks

Team culture: supportive, team-oriented, and genuinely friendly

Flexibility: hybrid work with a balanced, practical approach

We are a security-minded, Microsoft-centric MSP that values real-world problem solving, strong customer relationships, and doing IT properly, not just quickly

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📌 IT Consultant / Technical Account Manager (Ryde)
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