About us

BlueShield Technologies is a Melbourne-based managed service provider supporting clients across multiple industries and IT environments. We're a small, close-knit team, so everyone has a real voice, a real impact and a hand in how the business runs.

About the role

You'll be the first person our clients' staff turn to when technology gets in the way of their day, and the point of escalation for our service desk. You'll keep people productive and secure, work across networks, on-premises servers, cloud, endpoints, Microsoft 365 and telephony, and pitch in on day-to-day operations. We'll train you up on anything that's new to you.

What you'll do

- Resolve L2 tickets within SLA, escalating to Tier 3 with clear notes when needed.
- Administer Firewalls and endpoint protection, including rules and site-to-site and remote access VPNs.
- Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), manage devices in Intune and monitor threats with Defender.
- Manage on-premises Windows Server (Active Directory, Group Policy, DHCP, DNS), patching and backups.
- Support telephony and remediate vulnerabilities using RMM/Patching tools.
- Be the friendly, confident voice for clients on the phone and on site, giving clear updates and setting realistic expectations.
- Support client onboarding and offboarding, change control and scheduled maintenance.
- Help run the business day to day: scheduling and coordinating work, liaising with vendors and suppliers, and client administration.
- Keep tickets, runbooks and knowledge articles accurate.

What we expect of you

Our end users, our clients and BlueShield all rely on you to:

- Fix problems properly:



resolve issues and explain what happened and what to avoid/reduce the effect in the future.
- Be punctual: turn up on time to site visits, meetings and shifts, and meet response and SLA commitments.
- Be detail-oriented: accurate changes, clean ticket notes and up-to-date documentation.
- Be personable and professional: calm, courteous and clear on the phone and in person, even when the client is stressed.
- Take ownership: follow through, keep people informed and escalate early.
- Handle data with care: treat client data and access responsibly and follow change control.
- Keep learning: be flexible, and happy to share what you know.

What we're looking for

Essential

- Experience in an L2 or equivalent support role, ideally in a managed service or multi-client setting.
- Excellent communication: personable, and able to explain technical issues in plain English by phone and face to face.
- Hands-on networking and endpoint experience, including VPN troubleshooting.
- Microsoft 365, Intune and Defender administration.
- On-premises Windows Server experience: Active Directory, Group Policy, DHCP and DNS.
- VPN and network troubleshooting, with a structured approach and good judgement on when to escalate.
- Comfortable managing a ticket queue to SLA targets.

Desirable

- Experience with Patching/RMM, PowerShell, backup and disaster recovery tools and ISO.
- Any business operations or administration experience.
- Certifications such as MD-102, MS-102, Security+, Network+ or CCNA.

Qualifications

Tertiary IT qualification or equivalent practical experience.

Other requirements

- Right to work in Australia.
- National police check and any other pre-employment checks.
- Occasional after-hours maintenance or on-call.
- Driver's licence and willingness to visit client sites.

How to apply

📌 ICT Support Engineer (Springvale)
🏢 BLUESHIELD TECHNOLOGIES
📍 Springvale