IT Support Technician – MSP Helpdesk & Network Support

Nerd Neighbour | Melbourne, VIC

$75,000 to $80,000 per annum + Superannuation | Full-Time, Permanent

About Nerd Neighbour

Nerd Neighbour is an Australian Managed Service Provider (MSP) delivering comprehensive IT support, managed services, network infrastructure and technology solutions to businesses.

We support a diverse range of client environments, providing everything from day-to-day helpdesk assistance and Microsoft 365 administration to network management, infrastructure deployments and technical troubleshooting.

About the Role

We are seeking an experienced IT Support Technician to join our managed services operations, providing Level 1 and Level 2 technical support across multiple business environments.

This is a broad MSP technical role covering helpdesk support, systems administration, network infrastructure, telecommunications connectivity and onsite technical services.

The successful candidate will work independently on routine technical issues, maintain and troubleshoot client infrastructure, and collaborate with senior technical staff on complex issues and escalations.

The role is primarily remote-based, with attendance at client sites as required.

Key Responsibilities

Helpdesk & Technical Support

- Provide Level 1 and Level 2 remote and onsite technical support to business clients.
- Diagnose and resolve hardware, software, operating system and network connectivity issues.
- Investigate, troubleshoot and resolve incidents and service requests across multiple client environments.
- Configure, deploy, maintain and troubleshoot desktop computers, laptops, mobile devices, printers and peripherals.
- Maintain accurate service tickets, technical documentation and client asset records.

Network & Telecommunications Infrastructure

- Install, configure, monitor and maintain business networking and telecommunications infrastructure.
- Configure and troubleshoot routers, firewalls, network switches, wireless access points and associated network services.




- Monitor client network availability, connectivity and performance, investigating faults and service disruptions.
- Diagnose network configuration problems, connectivity failures and equipment faults, implementing appropriate corrective actions.
- Assist with network equipment deployments, infrastructure changes and onsite technical support.
- Support ongoing network maintenance, troubleshooting and service restoration activities.

Microsoft 365 & Endpoint Management

- Configure and administer Microsoft 365 tenants, including user accounts, licensing, permissions and associated services.
- Enrol, configure and manage endpoint devices using Microsoft Intune.
- Support staff onboarding, offboarding, account provisioning and equipment deployments.
- Troubleshoot Microsoft 365 applications and associated business technology services.

Client Infrastructure & Operational Support

- Provide technical support for audiovisual and video-conferencing systems.
- Assist with installation, configuration and maintenance of client IT equipment.
- Conduct client-site visits for troubleshooting, installations, equipment deployments and maintenance.
- Maintain service records, asset documentation and technical configuration information.

Qualifications & Experience

Essential qualifications

- Advanced Diploma or higher in Information Technology, Telecommunications, Network Engineering or a closely related technical discipline, or an equivalent relevant qualification.

Essential skills and experience

- Demonstrated professional experience in IT technical support, networking or telecommunications infrastructure.




- Practical experience diagnosing and resolving technical issues across business IT environments.
- Experience configuring, monitoring and troubleshooting routers, switches, firewalls and wireless networks.
- Sound understanding of TCP/IP networking, network connectivity and fault diagnosis.
- Experience administering Microsoft 365 and supporting Windows-based business environments.
- Experience configuring and supporting computers, mobile devices and associated peripherals.
- Ability to manage multiple technical requests and work independently with appropriate escalation.

Desirable

- Previous experience working within a Managed Service Provider (MSP) or multi-client IT support environment.
- Experience with Microsoft Intune and endpoint management.
- Relevant cybersecurity or network security knowledge.
- ACMA cabling registration or relevant telecommunications cabling training.
- Industry training or certifications such as CompTIA, Microsoft or ITIL.

Employment Details
- Employment type: Permanent, full time
- Working hours: 38 ordinary hours per week, generally Monday to Friday
- Location: Melbourne, Victoria
- Working arrangements: Primarily remote, with client-site visits and onsite deployments as required
- Salary: $75k-80k per annum, excluding statutory superannuation
- Employment conditions: In accordance with applicable Australian employment legislation and industrial instruments

How to Apply

Please submit your resume and a brief cover letter outlining your technical qualifications and experience in IT support, networking and business technology environments.

We welcome applications from suitably qualified and experienced candidates who meet the requirements of the position.

Pay: $75,000.00 – $80,000.00 per year

Education

- Diploma (Required)

Experience:
- IT: 2 years (Required)

Language:
- English (Required)

Licence/Certification:
- Full Driver Licence (Required)

Willingness to travel:
- 75% (Preferred)

Work Location: Hybrid remote in Melbourne VIC 3000

📌 IT Support Technician – MSP Helpdesk & Network Support (Melbourne)
🏢 Nerd Neighbour
📍 Melbourne