ICT Support Technician

TechInnovate; City of Melbourne; On-site; AUD 65,000 - 75,000; Full time

Job summary

TechInnovate in Melbourne is seeking an entry to mid-level IT Helpdesk Support specialist to be the first point of contact for client inquiries. You will diagnose software and hardware issues across Microsoft 365, endpoints, and networks, and escalate to senior engineers when needed.

You will work in a hands-on MSP environment, supporting Windows and macOS, managing endpoints, and building solid documentation in our knowledge base.

Qualifications

• 1–3 years in MSP or internal IT support.
• Hands-on experience with Microsoft 365 administration.
• Troubleshoot Windows 10/11, basic macOS, and business apps.
• Familiarity with Active Directory / Entra ID, MDM, and endpoint security.
• Networking fundamentals: DNS, DHCP, VPN, firewall rules.
• Clear written and verbal communication.

Responsibilities

• Respond to client inquiries about software and hardware problems via phone, email, and our ticketing system.
• Determine software and hardware requirements to provide solutions to user issues.
• Install, download, configure, and update software on user devices, and ensure efficient use of applications and equipment.
• Adapt and configure existing applications and programs to meet client business requirements.
• Manage Windows and macOS endpoints through MDM and respond to security alerts.
• Implement and support business computer networks, including firewalls, switches, and Wi‑Fi.
• Repair and replace peripheral equipment such as laptops, monitors, printers, docking stations, and network devices.
• Assist with designing and maintaining client-facing websites and web services.
• Document client environments and resolutions clearly in our knowledge base.
• Deliver high-quality, face-to-face technical support and infrastructure troubleshooting across multiple client locations.

Skills

Communication skills

Troubleshooting

Customer service mindset

Documentation skills

Windows support

Tools

Microsoft 365 administration

MDM platforms

Active Directory / Entra ID

Endpoint security tools

Networking basics (DNS, DHCP, VPN)

Windows/macOS support

Job description

You'll be the first point of contact for client support requests, operating in a helpdesk environment and handling inquiries via phone, email, and our ticketing system. You'll determine the software and hardware requirements needed to diagnose and resolve user issues, elevate cleanly to senior engineers when needed, and build out your skills across Microsoft 365, endpoint management, networking, and security tooling.

Key responsibilities

• Respond to client inquiries about software and hardware problems via phone, email, and our ticketing system, working in a helpdesk/call-centre style environment.
• Determine software and hardware requirements to provide solutions to user issues.
• Install, download, configure, and update software on user devices, and ensure efficient use of applications and equipment.
• Adapt and configure existing applications and programs to meet client business requirements.
• Manage Windows and macOS endpoints through MDM and respond to security alerts.
• Implement and support business computer networks, including firewalls, switches, and Wi-Fi.
• Repair and replace peripheral equipment such as laptops, monitors, printers, docking stations, and network devices.
• Assist with designing and maintaining client-facing websites and web services.
• Document client environments and resolutions clearly in our knowledge base.
• Deliver high-quality, face-to-face technical support and infrastructure troubleshooting across multiple client locations.

About you

• 1-3 years in an MSP or internal IT support role.
• Solid hands-on experience with Microsoft 365 administration.
• Comfortable troubleshooting Windows 10/11, basic macOS, and common business applications.
• Familiarity with Active Directory / Entra ID, MDM platforms, and endpoint security tools.
• Networking fundamentals - DNS, DHCP, VPN, basic firewall rules.
• Clear written and verbal communication - you can explain technical issues to non-technical users.
• Australian working rights, full driver's licence, and own reliable transport.
• Police check (or willingness to obtain).

About us

TechInnovate is a Managed Service Provider specialising in cybersecurity, Microsoft 365, and solution architecture for Australian SMBs. We run a tight, technically strong team and pride ourselves on doing MSP work properly – clean documentation, mature processes, and clients who actually trust us.