IT Support - Managed Services - Level 1 & 2

ETS Limited; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Eclipse Technology Services Australia in Sydney CBD is seeking an enthusiastic IT Support Engineer to join our managed services team. The role covers remote, office-based and occasional onsite client support, addressing Microsoft 365, Azure, endpoint management, server, network, and cloud-related issues.

You will work in a flat, collaborative structure, reporting to the Director, with guidance from a senior engineer.

Qualifications

• You will combine technical capability with excellent communication and customer-service skills.
• Formal qualifications and industry certifications are not mandatory.
• Candidates should outline any relevant qualifications, certifications, technical training, informal learning, and practical experience in their application.
• Appointment to the position will be subject to satisfactory pre-employment screening.

Responsibilities

• Provide remote, office-based, and occasional onsite technical support to managed-services clients.
• Diagnose and resolve computer, network, software, cloud, server, and connectivity issues.
• Administer and support Microsoft 365, Microsoft Azure, and Microsoft Intune environments.
• Install, configure, maintain, and support workstations, servers, network equipment, and business applications.
• Support firewall, routing, VPN, switching, and wireless technologies.
• Record, prioritise, manage, and resolve service requests using ticketing and RMM tools.
• Keep clients informed about progress, expected resolution times, and required actions.
• Explain technical matters clearly and professionally to non-technical users.
• Escalate complex, high-risk, or unresolved incidents appropriately.
• Maintain accurate ticket notes, technical documentation, client records, and knowledge-base articles.
• Assist with client onboarding, equipment deployments, system upgrades, migrations, and other projects.
• Identify opportunities to improve reliability, security, efficiency, and the client experience.
• Follow company requirements relating to cybersecurity, privacy, confidentiality, access control, and incident reporting.
• Contribute to team knowledge sharing, process improvement, and professional development.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Tools

Microsoft 365

Intune

PowerShell

HaloPSA

RMM tools

Windows Server

Firewall/VPN

Job description

IT Support - Managed Services - Level 1 & 2

About Eclipse Technology Services Australia

Eclipse Technology Services Australia is an IT Managed Services provider supporting small and medium-sized businesses. With offices serving clients across Sydney, the Mid-North Coast of New South Wales, and Brisbane, we take pride in providing practical and dependable technology solutions backed by a high standard of customer service.

We offer a collaborative and enjoyable working environment in which team members can develop their technical skills, contribute ideas, and make a meaningful difference for our clients. As our business continues to grow, we are looking for an enthusiastic and customer-focused IT Support Engineer to join our Sydney team.

About the Role

This is a full-time, primarily office-based position located in Sydney CBD. It is not offered as a regular work-from-home role; however, occasional remote work may be approved or required depending on operational circumstances.

As an IT Support Engineer, you will provide responsive and professional technical support to our managed-services clients. The role involves investigating and resolving a broad range of end-user, Microsoft 365, Azure, endpoint-management, server, network, security, and cloud-related issues.

Eclipse has a relatively flat and collaborative organisational structure. The position formally reports to the Director, with day-to-day technical guidance and initial escalation support provided by a more experienced engineer. The role does not have responsibility for managing staff.

Key Responsibilities

• Provide remote, office-based, and occasional onsite technical support to managed-services clients.
• Diagnose and resolve computer, network, software, cloud, server, and connectivity issues.
• Administer and support Microsoft 365, Microsoft Azure, and Microsoft Intune environments.
• Install, configure, maintain, and support workstations, servers, network equipment, and business applications.
• Support firewall, routing, VPN, switching, and wireless technologies.
• Record, prioritise, manage, and resolve service requests using ticketing and RMM tools.
• Keep clients informed about progress, expected resolution times, and required actions.
• Explain technical matters clearly and professionally to non-technical users.
• Escalate complex, high-risk, or unresolved incidents appropriately.
• Maintain accurate ticket notes, technical documentation, client records, and knowledge-base articles.
• Assist with client onboarding, equipment deployments, system upgrades, migrations, and other projects.
• Identify opportunities to improve reliability, security, efficiency, and the client experience.
• Follow company requirements relating to cybersecurity, privacy, confidentiality, access control, and incident reporting.
• Contribute to team knowledge sharing, process improvement, and professional development.

About You

You are a dependable and enthusiastic IT professional who enjoys solving problems and helping people. You combine technical capability with excellent communication and customer-service skills.

You will ideally demonstrate:

• One to two years of experience in a Managed Services Provider environment, although this is desirable rather than mandatory.
• Strong customer-service and interpersonal skills.
• Clear written and verbal communication.
• A calm, logical, and methodical approach to troubleshooting.
• The ability to manage competing requests and work effectively under pressure.
• Accountability for assigned work and a commitment to following issues through to resolution.
• The ability to work independently while contributing positively to a collaborative team.
• A willingness to learn new technologies and share technical knowledge.
• Sound judgement regarding confidentiality, privacy, and cybersecurity.

Technical Skills

Experience or knowledge in some of the following areas will be highly regarded:

• Microsoft 365 administration and support.
• Microsoft Intune and endpoint management.
• Microsoft Entra ID, identity management, and multifactor authentication.
• Windows desktop and Windows Server environments.
• Firewall, routing, VPN, switching, and wireless technologies.
• Computer, software, network, and peripheral troubleshooting.
• Backup, disaster-recovery, and cybersecurity technologies.
• HaloPSA or comparable ticketing and professional services automation platforms.
• Remote monitoring and management tools.
• PowerShell, scripting, or process automation.

Candidates are not expected to have experience with every listed technology. We will also consider demonstrated technical knowledge, practical ability, aptitude, and willingness to learn.

Travel and After-Hours Support

• Occasional travel to client sites is required, generally a few times each month.
• Company vehicles are provided for approved client-site travel.
• Team members typically spend several days each quarter working from another Eclipse Technology Services office.
• After completing an initial training and onboarding period, expected to be approximately three months, the successful candidate will participate in a shared rotating after-hours and weekend support roster. Current after-hours demand averages approximately two calls per month, although actual demand may vary.

Qualifications and Screening

Formal qualifications and industry certifications are not mandatory. Candidates should clearly outline any relevant qualifications, certifications, technical training, informal learning, and practical experience in their application.

Appointment to the position will be subject to satisfactory pre-employment screening, including a police check.

Why Join Eclipse?

• Work with a varied client base and a broad range of technologies.
• Develop your skills in a growing Managed Services business.
• Be part of a supportive and collaborative team.
• Contribute ideas and help improve how our services are delivered.
• Work in an environment that values professionalism, quality, and positive client relationships.