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 / 3 consultant 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 work from home with in-office collaboration at North Ryde and direct client facing opportunities.What you'll doTechnical 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 1, 2 & 3 tickets across Windows Server, Microsoft 365, Windows, networking, and common business appsProvide clear, friendly phone and email support to end users and IT contactsMaintain diligent ticket notes and accurate time entries in our PSAPerform routine maintenance, patching,



and health checksEscalate effectively and collaborate with the wider team when requiredVisit client sites across Sydney for project tasks and on-site troubleshooting (as needed)What you'll bring4+ years in IT support (MSP experience valued but not required)Strong troubleshooting across:Windows 11 and Windows Server / Active DirectoryNetworking fundamentals (DNS/DHCP/VPN; basic firewall/switch/Wi-Fi) setup and troubleshootingEnd-User Support:Security-First Thinking:Firewall management (FortiGate / Fortinet stack)Email security (SPF, DKIM, DMARC, Mimecast)Patch management & vulnerability awarenessFirewalls, switches, VLAN, DNS basicsSite-to-site VPNs, remote accessISP coordinationBackup, Disaster Recovery & Resilience:Talking clients through risk and recoveryCustomer Communication & Professionalism:Explaining technical issues in plain EnglishWriting professional emailsManaging expectations, not just ticketsBeing calm, reliable, and trustedStrict discipline with ticket hygiene and time tracking, based around ITIL and SLA agreementsAbility to work independently and as part of a team, be involved in group meetings and provide technical expertiseSydney-based, able to attend North Ryde occasionally and travel to client sites around Sydney MetroNice to have (bonus points)Experience with PSA/RMM tools (e.g., Autotask, N-able)Exposure to compliance/NIST/ISO *****/ Essential 8 environmentsLeader or Management experienceWhy you'll love it hereVariety: different clients, industries, and tech every dayCareer development: hands-on experience across modern Microsoft and security stacksTeam culture: supportive, team-oriented, and genuinely friendlyFlexibility: hybrid work with a balanced, practical approachWe are a security-minded, Microsoft-centric MSP that values real-world problem solving, strong customer relationships, and doing IT properly, not just quicklyBe careful - Don't provide your bank or credit card details when applying for jobs.
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