Level 2 Desktop Support / Business Systems Administrator

An exciting opportunity to join a privately-owned Australian ICT Managed Service provider, currently going through a significant growth period.

The primary function of the Desktop Support Analyst is to support a variety of technical and service-related deliverables. This involves managing requests and incidents raised by the client, across a range of technologies and business processes.

This role will also manage support of the clients business systems in a variety of technical and training deliverables.

This position will be split between providing desktop support services as well as business systems support to a client based in QLD, working 2 days a week from home and 3 days a week on site.

The work is performed under supervision of the Helpdesk Team Leader and will report to the Customer Success Manager.

Essential Duties and Responsibilities:

You will be a part of Intech3’s Service Delivery function, operating in a highly performing team, handling a range of IT requests and incidents.

Responsibilities include, but are not limited to the following:

Work Collaboratively as a Team with other Team Members

Positively contribute to Intech3's culture and brand at all times

Logging and management of Service Desk tickets within ConnectWise

Installing and configuring hardware and software components to ensure usability

Troubleshooting hardware and software issues

Ability to ensure SLA's, policies & procedures are achieved

Creating and maintaining technical documentation

Administration & troubleshooting within Active Directory





Administration & troubleshooting of M365 environment for clients

Assisting users with business systems, including handling a range of level 1 and level 2 business system tasks.

Providing users training, guidance & onboarding to business systems

Creating and maintaining documentation relating to system processes and troubleshooting procedures.

Working with vendors to ensure business systems are functioning as expected and up to date.

Escalating requests and incidents where necessary

Identification & escalation of major incidents P1/P2

Identifying areas of improvement and raising with your team and management

Build a positive rapport with staff onsite to facilitate a collaborative work environment.

Work closely with the Customer Success Manager to provide exceptional customers service and support to each site.

Other duties outlined by the Customer Success Manager and Helpdesk Team Leader

Qualifications & Skill Requirements:

Minimum Qualifications & Skill Requirements:

A degree in an education / technology field or 2 years’ experience in a similar position

Demonstrated success in working with people in establishing aligned goals, objectives, and change management plans

Strong verbal and written communication and collaboration skills





Must possess positive, skilled interpersonal skills

Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines

Maintain important records within ticket management system (ConnectWise System) efficiently and accurately

Perform duties and responsibilities unsupervised, while keeping a team-based approach seeking assistance as needed

Establish and maintain effective working relationships with other Intech3 employees

Perform time management and scheduling functions, meet deadlines, and set service priorities, including following up on such functions

Manage multiple tasks effectively

MSP experience is preferred but not essential

Technical Skills:

Strong knowledge and experience of Microsoft products including Windows server and Microsoft 365

Excellent Active Directory/Auzre experience

PC build experience in Windows 11 with automation experience highly regarded

Experience with Exchange, Backups and Monitoring Tools

Experience in providing technical support to a high level

Understanding of PC operating systems and software on web-based applications

Attractive annual base salary

Opportunities for exposure to a wide variety of industries and technologies

Personal growth and ability to contribute to the business

Supportive & social team culture & outings

Join the company in a time of growth and opportunity

Flexible working arrangements. This role will have 2 days from home and 3 days on site visiting various customers.

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📌 Level 2 Desktop Support / Business Systems Administrator (North Lakes)
🏢 Intech3
📍 North Lakes