Level 2 Service Desk & Field Support - Managed Services Provider (MSP)

IT&C; Sydney; On-site; AUD 65,000 - 100,000; Full time

Job summary

IT&C is seeking a Level 2 Service Desk & Field Support technician to support our growing MSP operations from our Castle Hill office in Sydney. You will resolve issues across Windows and Mac OS, administer Microsoft 365, and manage AD environments with on-site visits as needed.

Ideal candidates have at least 2 years in an MSP support role, strong end-user communication skills, and familiarity with ConnectWise Manage and Datto RMM for ticketing and remote management.

Qualifications

• 2+ years in a Level 2 MSP/Service Desk role.
• Strong troubleshooting for Windows and Mac OS environments.
• Experience administering Microsoft 365 (Exchange/SharePoint/OneDrive) and related services.
• Familiarity with ticketing systems (ConnectWise Manage) and RMM tools (Datto).
• Solid networking knowledge (DHCP/DNS/LAN/WLAN/WAN).
• Excellent customer service and communication skills.

Responsibilities

• Provide Onsite and Remote support to a diverse customer base.
• Troubleshoot OS and application issues (Windows/Mac).
• Administer Microsoft 365 (Exchange/SharePoint/Device Management).
• Manage Active Directory (On-Prem, Azure AD, Hybrid).
• Visit sites for direct support as required.

Skills

Windows

Mac OS

Microsoft 365

Active Directory

Networking

ConnectWise

Datto RMM

Datto Backup

Sophos XDR

Tools

IT Glue

Job description

Level 2 Service Desk & Field Support - Managed Services Provider (MSP)

We are a leading TSP (Technology Solutions Provider) with a national presence going through massive growth.

We are utilising acquisitions as our growth strategy to become a leader in the Technology Services space for Australia, which includes 24/7 NOC, Support, Cloud, Telecomm services - to name a few. Our current primary offices are in Sydney, Central Coast, Brisbane, Gold Coast, Melbourne and Bundaberg.

We are looking for an experienced Service Desk & Field Support technician with excellent customer service skills to join our exciting tech team in our Castle Hill office in Sydney.

You must have the ability to resolve a range of issues for our diverse customer base across a range of technologies while delivering a personal touch.

Main Duties & Responsibilities

Providing support services both Onsite and Remote

Work as part of a growing team to deliver the best possible outcomes

Troubleshooting Operating System and application issues (Microsoft Windows / Mac OS)

Microsoft 365 Administration (Exchange/SharePoint/Device Management)

Active Directory Administration (On-Premises Active Directory, Azure Active Directory and Hybrid)

Onsite visits to provide direct support where required

Installing and configuring computer hardware onsite (Desktop/Laptop/Networking Equipment)

Liaise and engage with 3rd party vendors for escalations as required

Using a ticketing system (ConnectWise Manage) for real-time record management

Maintain and update internal documentation using IT Glue

Ongoing vendor, industry training & certifications (e.g. Microsoft, Sophos, Datto, Fortinet - to name a few)

Required Skills

A great attitude and willingness to learn new technologies

Previous experience in an MSP support role is essential (minimum 2 years Level 2)

Strong Windows Desktop Operating System experience

Outstanding End user support and confident telephone manner

Microsoft 365 Administration and Support experience (Admin Portal/Exchange/SharePoint/OneDrive) Modern Workspace

Good understanding of Networking Technologies (DHCP/DNS/LAN/WLAN/WAN)

Business Application Support experience (IE: Microsoft Applications, MYOB and Accounting Applications, Dropbox, Adobe CC, etc.)

Experience with ticketing systems (ConnectWise Manage desirable)

Experience with RMM systems (Datto RMM desirable)

Experience with Backup Technologies (Datto/StorageCraft desirable)

Experience with Antivirus/XDR Technologies (Sophos desirable)

Server support experience would be considerably advantageous, although not essential

Personal Attributes

A valid NSW driver's license and your own roadworthy car

Excellent communication and customer service skills

Exceptional attention to detail

Outstanding Time management skills and ability to stick to schedules

Ability to work autonomously and within a team

Eager to continuously grow and improve technical skills

Consistently presentable and punctual

Personal development - ongoing training around industry certifications

Exposure to a multitude of sites and network environments/technologies within SME, Enterprise and Government.

Exposure to various projects and deployments

Great team environment and culture