Job Description

Unitech is the leading provider of Information, Communication & Technology (ICT) solutions to the SME & Corporate markets in the Wollongong region.

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With over 35 years in the industry, we are seeking a dynamic, enthusiastic and committed I.T. Service Desk Level 1 & 2 professional to join our growing support team.

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Reporting directly to the Service Manager, this opportunity will expose the successful candidate to a wide range of products, services & skill sets utilised to deploy Information Technology solutions to a diverse range of clients & industries.

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Key Responsibilities (including but not limited to):

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Daily technical & troubleshooting support services via Service Desk ticketing system

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Provide Level 1 & 2 phone, e-mail & remote support services

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Supporting cloud solutions Microsoft 365 and Azure

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Supporting the Service Desk team through escalation support for technical issues

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Management of servers, desktops, laptops & mobile devices

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Management of services, software, anti-virus, backups, and peripheral equipment

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Understanding & updating network topology diagrams & documentation

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Daily communication on issues & resolutions to clients

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Monitoring Service Desk ticket queues and priority levels

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Be part of an on-call roster system

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The ability to work under pressure, autonomously & in a team workplace

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Be professional, reliable, punctual, organised & well presented

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Must have excellent verbal & written communication skills (fluent in English)

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Formal qualifications and/or combination of demonstrated competency in Helpdesk/Service Desk support systems & procedures, IT Certifications / Degree / Diploma preferred

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High level of drive and integrity; take ownership of incidents and problems through to full resolution

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Must have a current Australian Driver's Licence & Car

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Must be at least an Australian Permanent Resident with no restrictions

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Understanding of outsourced & MSP-style support systems and Products

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Experience with Microsoft 365 administration and troubleshooting, Exchange Online, SharePoint, Teams, and Azure Cloud-based deployments

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Experience in Cyber Security Solutions

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Networking and Firewall experience

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Experience with cloud-based phone systems and managed print solutions

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Experience with Microsoft Server Operating Systems, Active Directory, Microsoft Entra ID / Azure AD, and Group Policy

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Understanding of LAN, WAN, Wi-Fi, VPN and internet connectivity network environments

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Experience with Remote Desktop, VMware & Hyper-V environments

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Previous experience with Helpdesk/Service Desk & MSP style businesses

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Exposure to Managed Services support systems or other RMM (eg: ConnectWise)

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2 + years past experience within the ICT industry

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Strong problem-solving skills, attention to detail & time management skills

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ITIL understanding and/or certifications

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Package:

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A generous package is offered to the right candidate, depending on the candidate's individual skills & experience, which will incorporate all industry & legislative requirements.

📌 IT Service Desk Support MSP (Wollongong)
🏢 Unitech Solutions
📍 Wollongong