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

IT&C Managed IT Services; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

IT&C Managed IT Services is seeking an experienced Level 2 Service Desk & Field Support technician for our Castle Hill, Sydney office. You will provide onsite and remote support to a diverse client base across Windows, Mac OS, and cloud services, while delivering a personal touch.

The role requires MSP experience, strong Windows OS skills, and Microsoft 365 administration, with a focus on proactive service and clear communication. NSW driver’s license is essential for onsite visits.

Qualifications

• Experience in an MSP support role (Level 2) with minimum 2 years.
• Strong Windows Desktop OS experience.
• Outstanding end-user support and telephone manner.
• Microsoft 365 Administration (Exchange/SharePoint/OneDrive).
• Networking Technologies (DHCP/DNS/LAN/WLAN/WAN).
• Experience with ticketing systems (ConnectWise Manage).
• Experience with RMM (Datto RMM) and backup technologies (Datto/StorageCraft).
• Experience with Antivirus/XDR Technologies (Sophos).
• Server support experience would be advantageous.

Responsibilities

• Provide support services both onsite and remote.
• Work as part of a growing team to deliver outcomes.
• Troubleshooting OS and application issues (Windows/MacOS).
• Microsoft 365 Administration (Exchange/SharePoint/Device Management).
• Active Directory Administration (On-Prem/Azure/Hybrid).
• Onsite visits for direct support.
• Install and configure hardware onsite.
• Liaise with 3rd party vendors for escalations.
• Use a ticketing system (ConnectWise Manage).
• Maintain internal documentation using IT Glue.
• Ongoing vendor and industry training & certifications.

Skills

MSP experience

Windows OS

End-user support

M365 administration

Networking basics

Ticketing skills

RMM tools

Antivirus/XDR

Server support

Driver's license

Tools

ConnectWise Manage

Datto RMM

Datto/StorageCraft

Sophos

Job description

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

IT&C Managed IT Services – Castle Hill NSW

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