Great Place to Work - 3 consecutive years | Townsville’s leading MSP | Career pathways supported | Permanent full-time role | Established 20-year organisation

About the Company

Established in 2006, our client is a recognised Queensland technology solutions provider supporting 14,000+ users across medical, education, not-for-profit, and professional services sectors. The client, with a team of 60+ professionals, is proud to be a Great Place to Work for three consecutive years - built on the values of Team Players, Driven to Improve, Honest & Genuine, and Camaraderie

What is on offer?

- Career development in a leading MSP
- Competitive training/certification and professional development
- Monthly RDO’s
- Flexible working arrangements
- Energetic and positive work culture – where people enjoy their job, have a laugh, and work together

Due to growth, our client is seeking an experienced IT Systems Support Engineer to join their dynamic Townsville Team. The role is offering a great opportunity to grow within a supportive and collaborative environment.

The Role

As an IT Support Engineer, you will provide technical support across the business, assisting with diagnosis, troubleshooting, and resolution of technical issues both remotely and onsite. You will work closely with the team and interact with customers to deliver high-quality IT solutions.

Key responsibilities include:

- Act as an escalation point for Level 1 support
- Diagnose and resolve technical issues
- Provide IT support remotely and onsite as required
- Manage and administer tickets, including rescheduling work




- Build and maintain relationships with 3rd party vendors and manage vendor-related issues
- Maintain and update systems such as RMM, CRM, Ticketing, and other business tools
- Document IT standards in ITGlue and create user documentation for repeatable tasks, changes, and current systems
- Undertake service work for customers as directed by the Service Operations Manager or Dispatch team

The successful candidate

- Experience working in an MSP environment is a MUST
- Strong understanding of networking, security, servers, storage, and cloud solutions, with the ability to troubleshoot technical issues
- Exceptional customer service skills and ability to work effectively in a team
- Willingness to assist and support colleagues as required
- Strong time management skills and the ability to prioritise tasks effectively
- An interest in business operations and proactive in seeking solutions that drive positive outcomes

Core technical expertise required

- Understanding of ITIL & SLA’s
- Office 365 support
- Windows Server Solution Design, Admin & Support
- Solid AD, GPO including Azure AD and other Windows Services
- Good to have: Virtualisation technologies (VMWare), Networking Technologies (Cisco/Aruba/Dell), Firewall/Security Technologies (Sophos)
- ConnectWise Manage, Halo or other ticketing system knowledge

In return you will work within an established organisation, who continue to build upon their operational maturity and market position. You will be paid commensurate with your experience and will start immediately.

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📌 IT Support Engineer (Townsville City)
🏢 NextGen HR
📍 Townsville City