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 great 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 setting

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