IT Support Technician – MSP IT & Security

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

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.