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 New 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 team-oriented 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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Transparent 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 team-oriented 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