Job Description

IT Support - Managed Services - Level 1 & 2

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About Eclipse Technology Services Australia

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Eclipse Technology Services Australia is an IT Managed Services provider supporting small and medium-sized businesses. With offices serving clients across Sydney, the Mid-North Coast of Current South Wales, and Brisbane, we take pride in providing practical and dependable technology solutions backed by a high standard of customer service.

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We offer a collaborative and enjoyable working environment in which team members can develop their technical skills, contribute ideas, and make a meaningful difference for our clients. As our business continues to grow, we are looking for an enthusiastic and customer-focused IT Support Engineer to join our Brisbane team.

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About the Role

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This is a full time, primarily office-based position in Brisbane, with the office location to be confirmed (CBD Area). It is not offered as a regular work-from-home role; however, occasional remote work may be approved or required depending on operational circumstances.

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As an IT Support Engineer, you will provide responsive and professional technical support to our managed-services clients. The role involves investigating and resolving a broad range of end-user, Microsoft 365, Azure, endpoint-management, server, network, security, and cloud-related issues.

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Eclipse has a relatively flat and cooperative organisational structure. The position formally reports to the Director, with day-to-day technical guidance and initial escalation support provided by a more experienced engineer. The role does not have responsibility for managing staff.

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Key Responsibilities

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- Provide remote, office-based, and occasional onsite technical support to managed-services clients.
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- Diagnose and resolve computer, network, software, cloud, server, and connectivity issues.
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- Administer and support Microsoft 365, Microsoft Azure, and Microsoft Intune environments.
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- Install, configure, maintain, and support workstations, servers, network equipment, and business applications.
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- Support firewall, routing, VPN, switching, and wireless technologies.
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- Record, prioritise, manage,



and resolve service requests using ticketing and RMM tools.
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- Keep clients informed about progress, expected resolution times, and required actions.
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- Explain technical matters clearly and professionally to non-technical users.
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- Escalate complex, high-risk, or unresolved incidents appropriately.
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- Maintain accurate ticket notes, technical documentation, client records, and knowledge-base articles.
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- Assist with client onboarding, equipment deployments, system upgrades, migrations, and other projects.
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- Identify opportunities to improve reliability, security, efficiency, and the client experience.
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- Follow company requirements relating to cybersecurity, privacy, confidentiality, access control, and incident reporting.
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- Contribute to team knowledge sharing, process improvement, and professional development.
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About You

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You are a dependable and enthusiastic IT professional who enjoys solving problems and helping people. You combine technical capability with excellent communication and customer-service skills.

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You will ideally demonstrate:

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- One to two years of experience in a Managed Services Provider environment, although this is desirable rather than mandatory.
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- Strong customer-service and interpersonal skills.
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- Clear written and verbal communication.
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- A calm, logical, and methodical approach to troubleshooting.
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- The ability to manage competing requests and work effectively under pressure.
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- Accountability for assigned work and a commitment to following issues through to resolution.
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- The ability to work independently while contributing positively to a collaborative team.
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- A willingness to learn new technologies and share technical knowledge.
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- Sound judgement regarding confidentiality, privacy, and cybersecurity.
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Technical Skills

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- Microsoft 365 administration and support.
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- Microsoft Intune and endpoint management.
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- Microsoft Entra ID, identity management, and multifactor authentication.
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- Windows desktop and Windows Server environments.
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- Firewall, routing, VPN, switching, and wireless technologies.
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- Computer, software, network, and peripheral troubleshooting.
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- Backup, disaster-recovery, and cybersecurity technologies.
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- HaloPSA or comparable ticketing and professional services automation platforms.
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- Remote monitoring and management tools.
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- PowerShell, scripting, or process automation.
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Candidates are not expected to have experience with every listed technology. We will also consider demonstrated technical knowledge, practical ability, aptitude, and willingness to learn.

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Travel and After-Hours Support

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- Occasional travel to client sites is required, generally a few times each month.
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- Company vehicles are provided for approved client-site travel.
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- Team members typically spend several days each quarter working from another Eclipse Technology Services office.
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- After completing an initial training and onboarding period, expected to be approximately three months, the successful candidate will participate in a shared rotating after-hours and weekend support roster. Current after-hours demand averages approximately two calls per month, although actual demand may vary.
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Qualifications and Screening

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Formal qualifications and industry certifications are not mandatory. Candidates should clearly outline any relevant qualifications, certifications, technical training, informal learning, and practical experience in their application.

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Appointment to the position will be subject to satisfactory pre-employment screening, including a police check.

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Why Join Eclipse?

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- Work with a varied client base and a broad range of technologies.
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- Develop your skills in a growing Managed Services business.
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- Be part of a supportive and collaborative team.
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- Contribute ideas and help improve how our services are delivered.
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- Work in an environment that values professionalism, quality, and positive client relationships.
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📌 IT Support - Managed Services - Level 1 & 2 (Queensland)
🏢 ETS Australia
📍 Queensland