This is a Brisbane-based, primarily office-based role with occasional work-from-home flexibility. The position also requires onsite visits to customer locations across greater Brisbane for technical support, troubleshooting, installations and other service requirements. Applicants must therefore be located within reasonable commuting distance of our Brisbane office and hold a current driver’s licence with access to their own reliable vehicle.

About Us MIACOR IT is a growing Managed Services Provider (MSP) known for delivering top-tier IT support and solutions to businesses across various industries. Founded in 2020, we now employ over 20 staff members. Our mission is to enable our clients to achieve their business goals through exceptional IT services and support. As we continue to grow, we are seeking a dedicated Level 2 Service Desk Engineer to enhance our service desk team's capabilities.

Your Role In this dynamic role, you'll be the first point of contact for our diverse clientele, addressing a wide range of technical queries and issues. Working primarily from our Brisbane office, you'll provide remote and onsite support, including attending customer locations across greater Brisbane when required. Your goal will be to provide outstanding technical support, ensuring client satisfaction and maintaining the high standards of service our clients have come to expect from us. This is a fantastic chance to develop your technical skills in a fast-paced, supportive environment.

Responsibilities

Provide support for a wide array of IT issues, including but not limited to hardware, software, networking, and user access problems.

Efficiently manage and resolve support tickets in a timely manner.





Accurately log all service desk interactions and resolutions in our ITSM platform.

Escalate complex issues to higher-level support teams or specialists when necessary.

Participate in the creation and maintenance of knowledge base articles to help streamline support processes and assist clients and team members.

Assist with the setup and support of user accounts, including email, VPN, and network access.

Conduct remote troubleshooting and provide clear, step-by-step instructions tailored to each user's level of technical understanding.

Required occasional onsite visits to client locations within the greater Brisbane area for troubleshooting, setup, or maintenance tasks.

Qualifications

2-3 years of experience in a helpdesk or technical support role, preferably within an MSP environment.

Strong foundational knowledge of IT principles and an ability to quickly learn new technologies.

Experience with Windows environments, Microsoft Office Suite, and common cloud services (e.g., Microsoft 365, Google Workspace).

Familiarity with ITSM tools (e.g., ConnectWise, Autotask) and remote monitoring and management (RMM) tools.

Excellent problem-solving skills and a customer-oriented attitude.

Effective communication skills, both written and verbal, with the ability to convey complex technical information in an understandable manner.





Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Fundamentals (e.g., MS-900) are a plus.

Why Join Us? Hybrid Role:

Be part of a dynamic team located west of Brisbane, where you'll primarily work in the office but also have the flexibility to work from home occasionally. You'll collaborate in a professional environment and engage directly with clients through onsite visits across the greater Brisbane area.

Competitive Salary & Benefits:

We offer an attractive salary package and opportunities for professional development.

Growth Opportunities:

As a growing MSP, we provide vast opportunities for career advancement and skill development.

Supportive Team Environment:

You'll be part of a collaborative and supportive team, working together to solve challenges and celebrate successes.

Empowerment:

We empower our employees to take initiative and bring innovative ideas to the table in our continuous quest for excellence.

Key Performance Indicators (KPIs) To ensure the success of our Service Desk Engineers and to continuously improve the quality of our service, we measure performance using the following KPIs:

Number of Tickets Closed Successfully Unassisted:

We value the ability to independently troubleshoot and resolve issues. Your effectiveness in this area will be measured by the number of tickets you can close without escalation per week/month.

Knowledge Base Article Updates:

Keeping our knowledge base current is crucial for the efficiency of our team and the satisfaction of our clients. You will be expected to contribute to and update our knowledge base articles regularly, with a set target of u

📌 Level 2 MSP Service Desk Engineer (Brisbane)
🏢 MIACOR IT
📍 Brisbane