Customer-First MSP Service Desk Engineer (Hybrid)

ASI Solutions; Sydney; Híbrido; AUD 70 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Birthday Leave

Monthly Team Lunches

Tech Product Discounts

Paid Parental Leave

Flexible Working Arrangements

Learning & Development Opportunities

Competitive Salaries

Diversity & Inclusion Committees

Engagement Activities All Year Round

Supportive, Community-Driven Culture

SheMentors Program

Resumo da oferta

ASI Solutions is an Australian-owned technology partner focused on delivering agile, reliable technology at scale. We are seeking a Managed Service Desk Engineer to provide timely first-line technical support for our customers across Microsoft 365, Windows, desktop hardware, printing, network and access.

You will own the outcome from the first call to the final ticket note, ensure SLA targets and strong first-call resolution, maintain accurate documentation, monitor queues, support patching, and

Qualificações

• Hands-on experience in a service desk or IT support role.
• Excellent verbal and written communication with a customer-first approach.
• Confident communicating with customers, vendors and internal stakeholders.
• Strong time management with the ability to juggle priorities and elevate when needed.
• Analytical mindset to interpret data from multiple systems.
• Active pursuit of relevant industry certifications (e.g. Microsoft 365, MD-102 / Endpoint Administrator).

Responsabilidades

• Provide first-line technical support across Microsoft 365 apps, Windows, desktop hardware, printing, network and access.
• Own the outcome from the first call to the final ticket note.
• Consistently meet SLA targets and achieve strong first-call resolution.
• Maintain detailed, accurate ticket notes and up-to-date documentation.
• Monitor queues, support maintenance and patching, and suggest improvements to reduce repeat tickets.
• Escalate to a senior engineer when needed and document resolutions.
• Support junior engineers and share knowledge within the team.
• Comply with client protocols and ISO standards.

Conhecimentos

Customer-first communication

Microsoft 365 / Exchange / Teams

Windows desktop & networking basics

Time management

Documentation & ticketing

Ferramentas

Datto

Veeam

Acronis

RMM tools

Descrição da oferta de emprego

ASI Solutions is an Australian-owned technology partner focused on delivering agile, reliable technology at scale. We are seeking a Managed Service Desk Engineer to provide timely first-line technical support for our customers across Microsoft 365, Windows, desktop hardware, printing, network and access.

You will own the outcome from the first call to the final ticket note, ensure SLA targets and strong first-call resolution, maintain accurate documentation, monitor queues, support patching, and