About us

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.

Roles & Responsibilities

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 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 1, 2 & 3 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

- Microsoft 365 & Cloud Services (Exchange Online, SharePoint, Teams)
- Entra ID (Azure AD), Conditional Access,



MFA
- On-premises Active directory, Group policy, DNS, DHCP
- Intune / device management
- Windows 11 and Windows Server / Active Directory
- Networking fundamentals (DNS/DHCP/VPN; basic firewall/switch/Wi-Fi) setup and troubleshooting

End-User Support:
- Windows desktop & laptop troubleshooting
- Multi-monitor, terminal server environments, drivers, printers, etc
- Application support (Teams, Office, browsers, line-of-business apps)

Security-First Thinking:
- Firewall management (FortiGate / Fortinet stack)
- Email security (SPF, DKIM, DMARC, Mimecast)
- Patch management & vulnerability awareness

Networking Fundamentals:
- Firewalls, switches, VLAN, DNS basics
- Site-to-site VPNs, remote access
- ISP coordination

Backup, Disaster Recovery & Resilience:
- Veeam, Azure Backup, hosted DR concepts
- Testing restores
- Talking clients through risk and recovery

Customer Communication & Professionalism:
- Explaining technical issues in plain English
- Writing skilled 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, collaborative, 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
- Attractive benefits and offerings

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