Hybrid Service Desk Engineer | Customer-First IT Support

Asi-Solutions; Perth; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

ASI Solutions is a proudly Australian-owned technology partner delivering reliable IT services from our West Perth base. We are seeking a Managed Service Desk Engineer to provide timely first-line support across Microsoft 365, Windows, devices, networking, and printing while maintaining strong customer relations and documented ticket notes.

You will own tickets from initial contact through resolution and contribute to process improvement, patching, and proactive service, with hybrid work options

Qualifications

• Hands-on experience in a service desk, technical support or similar IT role, ideally in an MSP or multi-client environment.
• 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 competing priorities and elevate when needed.
• An analytical mindset, with the ability to collate and interpret data from multiple systems.
• A commitment to continuous learning and keeping up with technology trends relevant to the role.
• A positive team focus and the ability to support junior engineers when needed.
• Good troubleshooting skills across Microsoft 365 apps, Exchange Online, Teams and Windows desk­top environments.
• Familiarity with patching, endpoint protection and remote support tools.
• Ability to document work clearly and consistently in a ticketing system.
• Actively working towards relevant industry certifications (e.g. Microsoft 365, Azure Fundamentals, MD-102 / Endpoint Administrator).
• Exposure to virtualization platforms (e.g. VMware, Hyper-V) and cloud environments such as Microsoft Azure.

Responsibilities

• As a Managed Service Desk Engineer, you will deliver timely, effective first-line technical support for our customers across a range of systems and applications.
• You will own the outcome from the first call to the final ticket note.
• Success in the role looks like: high customer satisfaction scores, meeting SLA targets, and strong first-call resolution.
• Documentation quality: detailed, accurate ticket notes and up-to-date documentation that meet quality standards.
• Proactive service: monitoring queues and alerts, supporting maintenance and patching, and suggesting ways to reduce repeat tickets.
• Compliance: following ASI’s procedures and client protocols in line with ISO 9001 and ISO 27001, and raising any security, privacy or process concerns.
• Team contribution: sharing knowledge, supporting junior engineers, and progressing your own certifications.

Skills

Customer communication

Customer-first approach

Time management

Analytical mindset

Team collaboration

Continuous learning

Problem-solving

Tools

Microsoft 365

Windows OS

Active Directory

DNS

DHCP

Group Policy

Networking concepts

Patch management

RMM tools

Backup tools

Azure

Job description

ASI Solutions is a proudly Australian-owned technology partner delivering reliable IT services from our West Perth base. We are seeking a Managed Service Desk Engineer to provide timely first-line support across Microsoft 365, Windows, devices, networking, and printing while maintaining strong customer relations and documented ticket notes.

You will own tickets from initial contact through resolution and contribute to process improvement, patching, and proactive service, with hybrid work options