Helpdesk Technician (MSP)

Sigmatech IT Services; City of Brisbane; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Work from home

Stable hours

Team lunches

Job summary

Sigmatech IT Services in Brisbane is hiring a hands-on IT support specialist to join our small, family‑oriented team. You will run your own queue, fix issues, and keep clients informed with clear outcomes.

We offer a stable schedule, no on-call, and a culture that supports learning through our Team Leader. You’ll gain broad exposure to Microsoft 365, RMM tools, and practical IT infrastructure in a friendly MSP environment.

Qualifications

• 3+ years in a helpdesk or IT support role, ideally in an MSP or small business.
• Solid Microsoft 365 administration, including Exchange Online, SharePoint, Entra ID and Intune.
• Comfortable troubleshooting Windows, common business apps, printers and desk phones without a script.
• Clear, patient communication with clients and internal teams.

Responsibilities

• Handle tickets in a personal queue, fix issues properly, inform clients, and close tickets when resolved.
• Provide Microsoft 365 administration and user/onboarding/offboarding across client base according to a checklist.
• Support line-of-business apps and hardware (workstations, laptops, printers, scanners).
• Document steps as you go and use tools to research and draft knowledge base material.

Job description

Sigmatech IT Services is a four-person Brisbane MSP, and we run it family first. Our hours are fixed, nobody is expected online after 5, there's no on-call, and when family or life needs you, you go and we cover each other. Out-of-hours work happens a few times a year and is booked well in advance.

We can work this way because the business is built for it: a stable book of long-standing clients (we've been going since 2009), mostly law firms, medical practices, not-for-profits and professional services firms under 60 staff, who value being looked after properly by real people they know and trust.

We're hiring to fill a vacancy on our two-person helpdesk. Above the queue sits a Team Leader whose job is to unblock you, take escalations, and provide guidance. Yours is a support role, and we've kept it deliberately focused: you take tickets, fix them properly, keep the client informed, and close them when they're actually resolved. You're expected to run your own queue, but you're not expected to know everything.

What the work looks like

We pulled the last three months of tickets before writing this so you know exactly what you'd be doing. A typical day is 5 new tickets, mostly standard priority, mostly arriving by email. The mix looks like this:

Microsoft 365 administration: Exchange Online, shared mailboxes and permissions, SharePoint and OneDrive access, Entra ID, MFA and Authenticator issues.

User onboarding, offboarding and account changes across our client base, done to a checklist and done completely.

Line-of-business application support, especially LEAP for our legal clients, plus HealthTrack, Adobe, Citrix and a handful of practice-specific apps. It's OK if you don't know these on day one; we have the documentation and you'll learn them.

Workstation, laptop, printer and scanner faults, managed through Datto RMM and Intune.

Phone and VoIP issues on FusionPBX and Teams Phone: handsets, call diversions, out-of-office groups.

First-line security response: phishing reports, spam filtering, security alerts, and small remediation tasks.

Occasional internet, Wi-Fi and VPN troubleshooting on MikroTik and UniFi equipment.

Documenting as you go in Hudu, and using AI tools (we use Claude daily) for research, problem solving, drafting and documentation.

Site visits roughly twice a month, usually Brisbane CBD, for hands‑on work.

Our stack

Autotask (PSA), Datto RMM, Hudu, Microsoft 365, Intune and Entra ID, FusionPBX and Teams Phone, MikroTik and UniFi networking, Claude. If you've worked in an MSP you'll recognise most of this; if you haven't, you should at least be strong on M365 administration.

What we're looking for

3+ years in a helpdesk or IT support role, ideally in an MSP or a small business where you were the person who fixed things, and who had exposure to a broad range of technologies and systems.

Solid Microsoft 365 administration. Creating users, setting permissions, managing licences, working in Exchange, SharePoint, Entra and Intune admin centres.

Comfortable troubleshooting Windows, common business apps, printers and desk phones without a script.

Clear, patient, friendly communication in writing and on the phone, with a receptionist, a doctor, or a partner at a law firm.

Steady under pressure. When a client is stressed, blunt, or chasing you, you stay calm, stay courteous, and get them to an outcome. If a conversation goes bad, or a mistake is made, you tell us so we can fix it as a team.

The habit of confirming a fix with the client before closing a ticket, and of writing down what you did.

Organised enough to run your own queue: you can track and triage, and work autonomously.

Knows when to escape. Twenty minutes stuck is fine; two hours stuck without asking for help is not.

Current driver's licence and vehicle for occasional onsite work in Brisbane.

A quiet, private home workspace in Greater Brisbane and full Australian work rights.

What's in it for you

Work from home. We provide the workstation, monitors, peripherals of your choice and everything else you need.

Standard hours. 8:30am to 5:00pm, Monday to Friday. During daylight saving in the southern states, you and our other helpdesk tech alternate between a 7:30am to 4:00pm and an 8:30am to 5:00pm roster so we cover interstate hours, with the Team Leader picking up overlap and overflow.

A sane queue. Around 5 new tickets a day. We'd rather you fix things properly than churn through volume.

Clients who are pleasant to deal with. Long-standing relationships with professional, respectful people who value good service.

Backup when you need it. Stuck on a LEAP fault or an odd Exchange problem? Ask, and you'll get help working it through from our Team Leader so you learn, rather than someone taking the ticket off you. The owner is also a step away for the rare thing nobody has seen before.

A direct voice in how we work and the tools we use. There will be just four of us; if you suggest something sensible it'll usually happen, and quickly.

Regular team lunches at restaurants across Brisbane.