Job Description

Are you a skilled and motivated IT professional looking to make a difference? Look no further!

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Bluescale, is a leading boutique Managed Service Provider (MSP) specialising in IT services for Small to Medium Business (SMB) and Not-For-Profit (NFP) organisations in NSW, is seeking a talented Service Desk Engineer to join our dynamic team.

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About Us

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Since 2010, Bluescale has been dedicated to delivering a current and better IT experience. As a boutique Managed Service Provider (MSP), we specialise in providing IT services to SMB and NFP organisations in NSW. We work closely with our clients to manage their IT needs end-to-end, just like an internal IT department.

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Key Responsibilities:

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- Deliver exceptional customer service by managing and resolving incoming ServiceDesk tickets through our ITSM system.
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- Build and maintain strong client relationships through effective communication and issue resolution.
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- Provide technical leadership by resolving escalated issues from junior team members and other departments.
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- Enhance operational efficiency through the creation and maintenance of clear and up‐to‐date support documentation.
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- Drive technical problem‐solving by independently diagnosing and resolving complex IT issues.
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- Contribute to system administration by assisting with the installation, configuration, and maintenance of complex IT systems.
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- Ensure service excellence by prioritising and managing incidents and service requests to meet SLAs.
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- Participate in on‐call support and scheduled system maintenance activities.
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- Manage external vendor relationships by effectively coordinating and escalating issues.
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About you:

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- Minimum of 2 years' hands‐on experience providing IT support in a service desk setting.
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- Relevant industry certifications (e.g., Microsoft Certified: Azure Administrator, VMware Certified Professional) are a plus.
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- In‐depth knowledge of Microsoft technologies including Windows Server, Active Directory, Office 365, and Azure.
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- Strong background in virtualization technologies, particularly VMware ESXi.
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- Practical experience with networking infrastructure, including routers, switches, firewalls, and security solutions (Cisco Meraki, Kaseya Datto, Ubiquity, etc.).
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- Demonstrated proficiency in endpoint detection and response (EDR) technologies.
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- Exceptional troubleshooting and problem‐solving skills.
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- Proven ability to effectively communicate technical information both verbally and in writing.
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- Robust interpersonal and team-oriented abilities.
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- Ability to work independently and as part of a high‐performing team.
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Qualifications:

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- Drivers license
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- Bachelor's degree in information technology or a related field (preferred)
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- Relevant industry certifications (e.g., Cisco Meraki, Microsoft Azure Administrator, VMware Certified Professional, etc) are a plus.
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Advance your career with ongoing training and development opportunities.

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Work in a friendly and supportive environment.

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Join a growing company that is at the forefront of technology.

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📌 Service Desk Support Engineer (New South Wales)
🏢 BlueScale
📍 New South Wales