Level 2 MSP Service Desk Engineer

MIACOR IT; City of Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

MIACOR IT in Brisbane is seeking a Level 2 Service Desk Engineer to join our office-based support team. You will handle remote and on-site IT issues for a diverse client base, log incidents, resolve tickets, and contribute to knowledge base articles. Travel to client sites around greater Brisbane is required from time to time.

You'll work closely with our MSP clients, use ITSM tools, and maintain strong communication with users. A proactive, customer-focused approach is essential.

Qualifications

• 2–3 years in a helpdesk or technical support role.
• Experience with Windows, Microsoft 365, and Google Workspace.
• Familiarity with ITSM and RMM tools.
• Excellent problem-solving and customer-focused mindset.
• Strong written and verbal communication skills.

Responsibilities

• Provide remote and on-site IT support to clients.
• Log all service desk interactions in the ITSM platform and resolve tickets.
• Escalate complex issues to higher-level support when needed.
• Assist with setup and support of user accounts, including email and VPN.
• Create and maintain knowledge base articles to improve processes.
• Occasional onsite visits to client locations within the greater Brisbane area.

Skills

Helpdesk experience

Customer service

Strong communication

Learning agility

Problem solving

Education

CompTIA A+

ITIL Foundation

Microsoft Fundamentals (MS-900)

Tools

ConnectWise

Autotask

Windows OS

Microsoft 365

Google Workspace

RMM tools

Job description

This is a Brisbane-based, primarily office-based role with occasional work-from-home flexibility. The position also requires onsite visits to customer locations across greater Brisbane for technical support, troubleshooting, installations and other service requirements. Applicants must therefore be located within reasonable commuting distance of our Brisbane office and hold a current driver’s licence with access to their own reliable vehicle.

About Us

MIACOR IT is a growing Managed Services Provider (MSP) known for delivering top-tier IT support and solutions to businesses across various industries. Founded in 2020, we now employ over 20 staff members. Our mission is to enable our clients to achieve their business goals through exceptional IT services and support. As we continue to grow, we are seeking a dedicated Level 2 Service Desk Engineer to enhance our service desk team's capabilities.

Your Role

In this dynamic role, you'll be the first point of contact for our diverse clientele, addressing a wide range of technical queries and issues. Working primarily from our Brisbane office, you'll provide remote and onsite support, including attending customer locations across greater Brisbane when required. Your goal will be to provide outstanding technical support, ensuring client satisfaction and maintaining the high standards of service our clients have come to expect from us. This is a fantastic opportunity to develop your technical skills in a fast-paced, supportive environment.

Responsibilities

• Provide support for a wide array of IT issues, including but not limited to hardware, software, networking, and user access problems.
• Efficiently manage and resolve support tickets in a timely manner.
• Accurately log all service desk interactions and resolutions in our ITSM platform.
• Escalate complex issues to higher-level support teams or specialists when necessary.
• Participate in the creation and maintenance of knowledge base articles to help streamline support processes and assist clients and team members.
• Assist with the setup and support of user accounts, including email, VPN, and network access.
• Conduct remote troubleshooting and provide clear, step-by-step instructions tailored to each user's level of technical understanding.
• Required occasional onsite visits to client locations within the greater Brisbane area for troubleshooting, setup, or maintenance tasks.

Qualifications

• 2-3 years of experience in a helpdesk or technical support role, preferably within an MSP environment.
• Strong foundational knowledge of IT principles and an ability to quickly learn new technologies.
• Experience with Windows environments, Microsoft Office Suite, and common cloud services (e.g., Microsoft 365, Google Workspace).
• Familiarity with ITSM tools (e.g., ConnectWise, Autotask) and remote monitoring and management (RMM) tools.
• Excellent problem-solving skills and a customer-oriented attitude.
• Effective communication skills, both written and verbal, with the ability to convey complex technical information in an understandable manner.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Fundamentals (e.g., MS-900) are a plus.

Why Join Us?

Hybrid Role: Be part of a dynamic team located west of Brisbane, where you'll primarily work in the office but also have the flexibility to work from home occasionally. You'll collaborate in a professional environment and engage directly with clients through onsite visits across the greater Brisbane area.

Competitive Salary & Benefits: We offer an attractive salary package and opportunities for professional development.

Growth Opportunities: As a growing MSP, we provide vast opportunities for career advancement and skill development.

Supportive Team Environment: You'll be part of a collaborative and supportive team, working together to solve challenges and celebrate successes.

Empowerment: We empower our employees to take initiative and bring innovative ideas to the table in our continuous quest for excellence.

Key Performance Indicators (KPIs)

To ensure the success of our Service Desk Engineers and to continuously improve the quality of our service, we measure performance using the following KPIs:

Number of Tickets Closed Successfully Unassisted: We value the ability to independently troubleshoot and resolve issues. Your effectiveness in this area will be measured by the number of tickets you can close without escalation per week/month.

Knowledge Base Article Updates: Keeping our knowledge base current is crucial for the efficiency of our team and the satisfaction of our clients. You will be expected to contribute to and update our knowledge base articles regularly, with a set target of updates per week to ensure our documentation remains up-to-date and useful.

Time Spent on Tickets: To ensure that we are providing timely support to our clients, it is mandatory for each Service Desk Engineer to record at least 25 hours per week on ticket resolution. This requirement helps us maintain a consistent level of service and ensures that our team members are effectively contributing to handling our clients' support needs.

Build Strong Relationships with Customers: Beyond technical support, the value you add in building and maintaining strong, positive relationships with our clients is key. Customer satisfaction feedback and your ability to proactively address client needs will be a significant part of your performance review.

The Offer

At MIACOR IT, we recognise the value of experience and the contributions seasoned professionals can bring to our team. Therefore, we are open to candidates who possess more experience than what this advertisement specifically targets. We understand the importance of flexibility and are prepared to tailor the duties and package offered to align with the advanced skill set and experience of the right candidate.

To set you up for success, we provide all the necessary equipment and accessories to ensure you can perform at your best. This includes the latest technology and tools designed for our office-based work environment, along with any specific requirements for your role.

For travel to and from client sites, which is an essential part of this role given our commitment to providing exceptional on-site support when necessary, you will require a valid driver’s licence and your own motor vehicle. To support you in this, we reimburse per kilometre for travel, ensuring that you are compensated for your mobility.

All new hires at MIACOR IT are subject to a three-month probation period. This initial phase is an opportunity for both the employee and the company to ensure a good fit. Following the successful completion of this period, staff members become eligible for bonuses tied to the achievement of professional certifications. This is part of our commitment to your continuous growth and development, recognising the value that further education and specialisation can bring to our team and clients alike.