We are recruiting an IT Support Engineer to join the internal technology team of a large, established organisation.

This is not a purely transactional service desk role. The IT team has a strong profile across the organisation and is expected to operate as a genuine enablement partner, helping people work more effectively through technology.

You will provide a combination of face-to-face, walk-up and remote support to employees across all levels of the business. Rather than focusing solely on closing tickets, you will be encouraged to understand what the customer is trying to achieve, investigate the underlying cause of an issue and identify any broader problems or improvement opportunities.

Someone coming from an MSP environment would likely thrive in this position. You will be accustomed to balancing multiple priorities, communicating with different customers and taking ownership of varied technical issues.

Previous experience working in a Tech Bar or similar face-to-face support environment would be highly desirable.

WHAT YOU'LL BE DOING

Provide Level 1 and 2 support through face-to-face, remote and digital channels

Manage technical issues from initial diagnosis through to resolution

Deliver approachable and qualified support within a Tech Bar-style environment

Ask the right questions to understand both the issue and the customer's broader needs

Troubleshoot Windows devices, Microsoft 365 applications and connectivity issues

Support Active Directory, Entra ID, user access, MFA and permissions

Assist with Exchange Online, Outlook, Teams and SharePoint-related requests

Support Intune, managed devices and modern endpoint processes

Build, configure, reimage and troubleshoot laptops and other hardware





Provide confident and discreet assistance to executives and senior stakeholders

Identify recurring incidents and contribute to longer-term solutions

Maintain clear ticket notes, documentation and technical handovers

- Share knowledge and help improve the overall support experience

WHAT WE'RE LOOKING FOR

You will be a technically capable and customer-focused support professional who is comfortable being visible across the organisation.

You enjoy speaking with people, can adapt your communication style to different audiences and remain calm when priorities change. You take responsibility for your work and keep customers informed rather than leaving them wondering about the progress of an issue.

Most importantly, you look beyond the immediate fix. You consider why the issue occurred, whether it could affect other users and what can be done to prevent it from happening again.

Your background will ideally include:

Experience within an MSP, service desk or desktop support environment

Level 1 and 2 troubleshooting across hardware, software and user access

Strong working knowledge of Windows 10 and 11

Experience supporting Microsoft 365 applications and services

Familiarity with Active Directory and Microsoft Entra ID

Exposure to Exchange Online, Intune and device management

Experience resolving MFA, authentication and permissions issues An understanding of networking,



VPNs and remote connectivity

Device provisioning, laptop builds and hardware diagnostics

Experience using an IT service management or ticketing platform

- Strong documentation and ticket management practices

Experience within a Tech Bar, walk-up support desk or similarly high-contact environment will be highly regarded.

Exposure to virtual desktops, Apple devices or specialist enterprise applications would be beneficial but is not essential.

WHAT WILL HELP YOU SUCCEED?

Strong customer service and relationship-building skills

Confidence dealing with people at all levels of an organisation The ability to explain technical information in straightforward language A proactive and investigative approach to problem-solving

Sound judgement and the ability to work independently

Genuine ownership from first contact through to resolution

- An interest in improving processes and the broader customer experience

WHAT'S ON OFFER?

Permanent opportunity within a large, established organisation

Transition from an MSP into a broad internal technology environment

Highly visible role with regular interaction across the business

Exposure to a varied and modern Microsoft technology stack

Supportive team with opportunities to continue developing your skills

Centrally located Perth office

- Additional incentives for participation in a shared on-call roster

Some flexibility across the organisation's operating hours and participation in a rotating weekend on-call arrangement will be required.

If you enjoy combining technical problem-solving with high-quality, face-to-face customer support, apply now for a confidential discussion.

📌 IT Support Engineer (West Perth)
🏢 Mars Recruitment
📍 West Perth