Our client is a well-established, national Managed Service Provider with offices across Perth, Sydney, Melbourne and Brisbane, supporting a diverse client base spanning manufacturing, medical, mining, education and energy.
Known for fast, innovative thinking and a genuine client-first culture, they are now looking to add a Service Desk Engineer to their growing Perth support team.
The role.
As Service Desk Engineer, you'll be the first point of contact for managed services clients, taking ownership of tickets from initial report through to resolution.
You'll balance reactive troubleshooting with proactive ticket management, working alongside Level 3 Engineers and your Team Lead to deliver first-time resolution and a genuinely excellent client experience.
Responsibilities.
Manage incoming client faults professionally via phone, email and the ticketing system
Take full ownership of tickets, logging, categorising and prioritising in line with SLAs
Conduct thorough diagnostics to enable first-point-of-contact resolution
Escalate to internal/external teams as required, while remaining the client's single point of contact
Proactively update clients throughout the ticket lifecycle
Identify recurring issues,



security trends or service risks and escalatie to the service management team
Manage scheduled maintenance tasks to keep client systems running smoothly
Share knowledge with the wider team and support a collaborative service desk culture
What you'll bring
Previous experience in an MSP environment
A minimum of 12 months experience in a IT support role
Strong written and verbal communication skills, with a genuine client-first approach
Confidence working independently as well as part of a wider technical team
Australian Permanent Residency or Citizenship, and willingness to undergo a National Police Clearance
Current, valid Australian driver's licence
Your technical skills
Endpoint management – Intune, N-able (or equivalent)
Office 365 / Azure AD user administration
ConnectWise (or equivalent) PSA
Server management – Active Directory, users/groups, DNS
VMware / Hyper-V
Backup platforms – Veeam, Datto
Voice / IP telephony (Broadsoft)
Networking & firewalls – Cisco, Meraki or Fortigate highly regarded
Security fundamentals
AWS and/or Microsoft Azure exposure – desirable, not essential
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📌 Service Desk Engineer - Msp Background Essential. (Perth)
🏢 Professional Search Group
📍 Perth