Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.
What We Offer As An MSP:
Secure, Scalable, and Reliable IT Support for Networks and Cloud
Bespoke Cloud Migration and Support Services
Focused IT solutions for the Small to Medium business market
Role Description
Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.
For Level 2 (in addition to Level 1):
Previous experience in a help desk or technical support role.
Advanced troubleshooting skills for hardware, software, and network issues.
Familiarity with ticketing systems and ITIL best practices.
Ability to mentor and assist Level 1 team members.
We're Looking for Someone Who:
Understands when and how to take initiative
Possesses a passion for what they do
Has a willingness to develop and progress
Easy-going work workplace and culture
Flexibility to work from home when scheduling allows
Stand-up desk and high-powered laptop
A proactive approach to ongoing training for life-long skills development
Team social events
Location in a tropical paradise
Responsibilities
Customer Service:
Address and resolve escalated helpdesk tickets
Enhance clients' experience with prompt, friendly, and efficient service
Offer advanced, remote troubleshooting assistance
Provide remote hardware maintenance and support
Ticketing System & Monitoring:




Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
Manage and record all work through the Ticketing System
Ensure Client Documentation is well-maintained
Review RMM dashboard and apply remediation actions
Monitor regularly scheduled/automated actions
Project Work:
Assist with project delivery on-site or remotely as needed
Communicate ticket status to clients at every step
Submit timesheets and expense reports as per SOPs
Identify, communicate, and mitigate potential risks
Team Work:
Mentor junior team members
Follow schedules provided by the Service Manager
Adhere to Standard Operating Procedures
Contribute to the process of innovative change
Criteria
Skills & Attributes
English as your first language
Ability to take constructive criticism professionally
Strong problem-solving skills
Advanced understanding of support tools and techniques used in MSP's
Advanced diagnosis skills and critical thinking for technical issues
Advanced experience with Microsoft 365
Ability to type quickly and accurately while on the phone
Nice to Have:
Familiarity with ticketing, RMM, and PSA software
Proficiency in remote support tools
Client experience certifications (e.g., Helpdesk Habits)
Background in IT support or with a Managed Service Provider (MSP)
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We provide professional IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.
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📌 Senior It Technician (Managed Services) (Queensland)
🏢 Computerman
📍 Queensland