Level 1 or 2 Service Desk Technician (1-2yrs MSP experience)

Acworth Recruitment; Brisbane; Sur place; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Monthly team events

Gym membership

On-site facilities

Résumé du poste

Connected Platforms is seeking a Level 1 or 2 Service Desk Technician in Brisbane. You will be the first responder handling calls and emails, triaging and resolving common IT issues on Microsoft 365, Windows, networks and applications, with some on-site visits.

We value clear communication, ownership, and a willingness to learn. The role offers a team-focused culture, opportunities for automation and AI involvement, and a path for career progression.

Qualifications

• Microsoft certifications or IT degree is advantageous but not mandatory.
• Willingness to learn and grow in a fast-paced MSP environment.
• Experience with Azure or networking is beneficial but not required.

Responsabilités

• Handle first response via phone and email with accurate triage.
• Diagnose and troubleshoot MS 365, Windows, endpoint, and network issues.
• Assist with user accounts, permissions, devices, and software access.
• Monitor tickets and document resolutions; escalate when needed.
• Collaborate with service, projects, cybersecurity and account teams.

Connaissances

Client communication

Ownership mindset

Troubleshooting

Documentation

Proactive learning

Team collaboration

Automation & AI curiosity

Formation

Certificate IV in IT

Diploma/Bachelor in IT

Microsoft certifications (advantageous)

Outils

ConnectWise Manage

ConnectWise Control

IT Glue

WatchGuard firewalls

3CX phone systems

Description du poste

Level 1 or 2 Service Desk Technician (1-2yrs MSP experience)

Acworth Recruitment – Fortitude Valley QLD

Connected Platforms is a growing Managed Service Provider based in Fortitude Valley.

We help Brisbane businesses achieve secure, reliable and consistent results from their technology. Our clients, who we call Connectees, operate on an aligned, Microsoft-focused stack, meaning less outdated technology and more time solving meaningful problems.

Our values guide how we work:

We Are Connected – To each other and our Connectees

Happy to Help – Nothing is a burden

We Solve Problems – It is what we do

Future Focused – We embrace innovation, AI and automation

Growing Together – We elevate ourselves and others

What’s on Offer

Working hours of 8:00am to 5:00pm (1hr lunch break) and 1 RDO per month !!

You’ll be welcomed into a close-knit TEAM of friendly, genuine people with a GREAT culture and morale – Monthly team building events.

Lots of extra benefits such as a Customer Satisfaction Rewards Program, Gym Membership and exceptional on-site facilities (Fortitude Valley Office).

Company laptop

A team investing in better systems, automation and AI

Salary will be offered dependant on qualifications and experience.

A challenging role where you are always learning and Career Progression is not only supported but encouraged!

About the Role

Your focus will be first response, accurate triage and resolving common technical issues quickly and correctly via phone, email, remote support and occasional onsite visits.

Responsibilities may include:

• First responder to client requests via phone and email
• Initial diagnosis and troubleshooting
• Support and troubleshooting Microsoft 365, Windows, endpoint, networking and application issues
• User accounts, passwords, permissions, devices and software
• Workstation, printer and software issues
• New user, hardware and software requests
• Monitoring alerts and proactive maintenance Owning tickets through to resolution or escalating them with clear documentation
• Identifying and documenting issues for escalation
• Keeping Connectees informed throughout the support process
• Working with our service, projects, cybersecurity and account management teams

Who We Are Looking For

We are looking for someone who:

• Is comfortable speaking with clients
• Takes ownership and follows issues through
• Troubleshoots methodically and gets the basics right
• Communicates clearly and keeps people updated
• Documents what they find and change
• Is proactive, curious and open to feedback
• Looks for long-term solutions
• Wants to use automation and AI responsibly
• Contributes positively to the team

Microsoft certifications, a Certificate IV, Diploma or Bachelor in IT, and experience with Azure or networking are highly regarded but not mandatory.

Experience with any of the following is beneficial:

• Microsoft 365 and Azure
• Windows desktop and server
• ConnectWise Manage and Control
• IT Glue
• WatchGuard firewalls
• 3CX phone systems

You do not need to know everything on day one. You do need to be willing to learn.

Want to join the Connected Platforms team?