IT Support Engineer (ICT Managed Services)

Tecala; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Inclusive paid parental leave

Learning & Development opportunities

Career Pathways

Certifications and remuneration to up‑

Reward & Recognition Program

Employee discounts – health insurance

Employee Assistance Program (EAP)

Job summary

Tecala is seeking an IT Support Engineer to join our ICT Managed Services team in Melbourne. You will be the front line for customer technical assistance across Microsoft, VMware, and Citrix environments, delivering practical solutions and clear communication to end-users.

We value a customer-first mindset, 1–2 years' relevant experience, ITIL familiarity, and a willingness to work flexible shifts between early morning and evening.

Qualifications

• 1–2 years' experience in a comparable Service Desk role or IT support environment.
• Strong communication and interpersonal skills with a customer-first approach.
• Familiarity with Microsoft Windows Server, O365, AD, Exchange; VMware and Citrix experience is preferred.

Responsibilities

• Deliver technical assistance to remote end-users across Microsoft, VMware, and Citrix environments.
• Diagnose and resolve hardware and software issues, documenting fixes and updating tickets.

Skills

Customer focus

Communication skills

Service Desk experience

Microsoft Windows Server + O365

VMware/Citrix knowledge

Job description

IT Support Engineer (ICT Managed Services)

Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.

We have been certified as a Great Place to Work for 2023, 2024, 2025 and 2026 ranked in the top 10 of Australia's Best Workplaces in Technology 2025, ranked #19 in Australia's Best Workplaces List for 2025, and been recognised as Australia's #1 Managed Service Provider and ranked #29 globally in the 2025 MSP 501, Channel Futures' industry-leading benchmark for high-performing MSPs worldwide.

We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.

ABOUT THE ROLE

As a Support Engineer, you are our front line, delivering support to our customers in relation to our broad private cloud offerings and accompanying managed services. Daily duties will have you engaging directly with remote end-users to provide technical assistance in predominately Microsoft, VMware, and Citrix-based solutions. The client-facing nature of this role requires that oral and written communication skills are of utmost importance, as is the ability to get "hands-on" when required.

WHAT WE'RE LOOKING FOR

The 'Must haves':

• A genuine "customer first" focus.
• Demonstrated experience working in comparable Service Desk position.
• Strong communication and interpersonal skills.
• Minimum of 1–2 years' experience supporting the following technologies: Microsoft - Windows Server, O365, Windows 7-10, Active Directory, Exchange, VMWare, and Cloud technologies.
• Ability to build and maintain effective relationships with clients and co-workers.
• Good time management, strong analytical and problem-solving skills.
• Experience within a System Integrator or Managed Services Provider.
• Flexibility around shift-work, staggered between 6am and 10pm, standard business days.

Unrestricted Australian work rights and be eligible to meet customer security clearance requirements.

The 'Nice to haves':

• Experience working within an ITSM environment and familiarity with ITIL processes.
• ITIL Foundations accreditation.
• Current industry or tertiary qualifications.

WHAT WE CAN OFFER YOU

As part of our team, you'll be able to learn and grow in a supportive and inclusive environment. We have listed some of those benefits below for you:

• Inclusive paid parental leave policy that supports all parents & carers.
• Access to ongoing Learning & Development opportunities including self paced learning through our learning management system.
• Access to Career Pathways so you can continue to build a career in the business.
• Paid certifications and remuneration incentive to get upskilled / certified to support your development.
• Reward & Recognition Program where you can also thank and reward your team mates.
• Employee discounts – Access discounted rates and offers from a variety of providers, including health insurance and IT Hardware.
• Employee Assistance Program (EAP).

Note: As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.

We foster an inclusive and diverse work environment where our people can be themselves. Every idea and perspective is valued so that our services reflect the companies we support. We welcome diversity in all its forms, and so we welcome applications from suitably qualified candidates across the range of underrepresented communities.