Service Desk Technician | Level 1 or Level 2

Good service desk work is not just about closing tickets. It is about making people feel looked after, solving problems properly and leaving the client’s setting better than you found it.

Connected Platforms is growing, and we are looking for a Service Desk Technician to join our team as either a:

- Level 1 Triage Technician, or
- Level 2 Escalation Technician

Whether you are ready to grow beyond Level 1 or already handling complex escalations, we want to hear from you.

About Connected Platforms

Connected Platforms is a growing Managed Service Provider based in Fortitude Valley.

We help Brisbane businesses achieve secure, reliable and consistent results from their technology. Our clients, who we call Connectees, operate on an aligned, Microsoft-focused stack, meaning less outdated technology and more time solving meaningful problems.

Our values guide how we work:

- We Are Connected – To each other and our Connectees
- Happy to Help – Nothing is a burden
- We Solve Problems – It is what we do
- Future Focused – We embrace innovation, AI and automation
- Growing Together – We elevate ourselves and others

About the Role

You will provide day-to-day technical support by phone, email, remote support and occasional onsite visits.

Your responsibilities will include:

- Troubleshooting Microsoft 365, Windows, endpoint, networking and application issues
- Managing users, permissions, devices and software
- Owning tickets through to resolution or escalating them with clear documentation
- Identifying major incidents and recurring problems




- Maintaining accurate technical and client documentation
- Contributing to proactive maintenance and improvement work
- Keeping Connectees informed throughout the support process
- Working with our service, projects, cybersecurity and account management teams

Level 1 Triage Technician

Your focus will be first response, accurate triage and resolving common technical issues quickly and correctly.

This role may suit someone with six months or more of MSP or relevant IT support experience.

You may be responsible for:

- Initial diagnosis and troubleshooting
- Microsoft 365 and Windows support
- User accounts, passwords and permissions
- Workstation, printer and software issues
- New user, hardware and software requests
- Monitoring alerts and proactive maintenance
- Identifying and documenting issues for escalation

Level 2 Escalation Technician

You will own more complex escalations across cloud platforms, infrastructure, networking, major incidents and advanced endpoint issues.

This role may suit someone with two or more years of MSP experience.

You may be responsible for:

- Advanced technical escalations
- Microsoft 365, Azure and cloud infrastructure
- Windows Server and networking support
- Major incident management




- Escalated remote and onsite support
- Project and onboarding assistance
- Root-cause investigation and permanent solutions
- Supporting and upskilling Level 1 technicians

Who We Are Looking For

We are looking for someone who:

- Genuinely enjoys helping people
- Is comfortable speaking with clients
- Takes ownership and follows issues through
- Troubleshoots methodically and gets the basics right
- Communicates clearly and keeps people updated
- Documents what they find and change
- Is proactive, curious and open to feedback
- Looks for long-term solutions
- Wants to use automation and AI responsibly
- Contributes positively to the team

Microsoft certifications, a Certificate IV or Diploma in IT, and experience with Azure or networking are highly regarded but not mandatory.

Our Technology Stack

Experience with any of the following is beneficial:

- Microsoft 365 and Azure
- Microsoft Defender
- Windows desktop and server
- ConnectWise Manage and Control
- Datto RMM
- IT Glue
- Ubiquiti networking
- WatchGuard firewalls
- 3CX phone systems

You do not need to know everything on day one. You do need to be willing to learn.

Why Join Connected Platforms?

- Monthly RDO
- Gym membership support
- Monthly team-building events
- Snacks, fruit and drinks provided to fuel your work days
- Customer satisfaction incentives
- Professional development incentives
- Company laptop
- Hybrid work opportunities
- Aligned client technology stack
- Clear career progression
- A team investing in better systems, automation and AI

#J-18808-Ljbffr

📌 Service Desk Technician | Level 1 or Level 2 (Queensland)
🏢 Connected Platforms
📍 Queensland