Level 3 IT Support Technician - Managed Services Provider (MSP)

IT&C Managed IT Services; City of Brisbane; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Microsoft certs

Mentoring

WFH option

Job summary

IT&C Managed IT Services – Eight Mile Plains QLD is seeking a Level 3 IT Support Technician to join our Brisbane Service Desk, providing remote and on-site support across client environments. The role offers exposure to a wide range of projects and technologies, with mentorship and leadership support.

We value customer-first service, strong MSP experience, and solid Microsoft 365/Azure and networking knowledge.

Qualifications

• Recent hands-on experience in an MSP environment.
• Strong experience with Windows Desktop OS and common software.
• Experience with Microsoft 365 and Windows Server management.
• Experience with Microsoft Exchange Online/Intune/Defender.
• High-level understanding of Networking (DHCP/DNS/LAN/VLAN/WLAN/WAN).
• Experience with Endpoint Protection and Backup/DR technologies.
• Ability to communicate technical concepts to a wide range of stakeholders.
• Experience with ConnectWise PSA and Datto RMM or similar tools.

Responsibilities

• Own Your Day: Schedule around client-facing service desk tickets, remote and onsite.
• Lead With Expertise: Resolve complex tech challenges across diverse technologies with a customer-first approach.
• Drive Innovation: Maintain clients' infrastructure and cloud environments, ensuring stability.
• Grow With Our Team: Mentor juniors and be mentored by seniors.
• Deliver exceptional customer service and manage multiple tickets across clients.
• Provide remote and onsite support for desktops, servers, networks, and IT systems.
• Document all support activities and maintain incident resolutions records.
• Take escalations from juniors and apply expertise to resolve them.
• Maintain vendor certifications (Microsoft, Sophos, Datto, etc.).

Skills

MSP experience

Windows Desktop OS

Microsoft 365 & Azure

Exchange Online/Intune/Defender

Networking

Endpoint Protection/Backup/DR

Communication

ConnectWise PSA & Datto RMM

Education

Microsoft 365/Azure certifications

Tools

ConnectWise PSA

Datto RMM

Job description

Level 3 IT Support Technician - Managed Services Provider (MSP)

IT&C Managed IT Services – Eight Mile Plains QLD

Professional development - company-funded Microsoft and industry certifications

Ongoing mentoring and support from the leadership team

Great workplace culture and regular team events

Exposure to a wide range of projects and technologies

Work-life balance flexibility (WFH, office, client sites)

Free parking, right outside our office

About IT&C

We are a leading Technology Solutions Provider (TSP) with a national presence.

Our goal is to deliver high-quality technology solutions and foster ongoing partnerships with our customers.

Our offices are located in Sydney, Central Coast, Melbourne, Gold Coast, Brisbane, and Bundaberg.

We are a Microsoft Cloud Solution Provider (CSP) direct partner, Sophos partner, Datto partner and ConnectWise partner.

About the Role

We are looking for experienced L3 IT Support technicians with excellent customer service skills to join our Brisbane (Eight Mile Plains) Service Desk team.

What You’ll Do

• Own Your Day: Shape your schedule around client-facing service desk tickets, both remote and onsite
• Lead With Expertise: Resolve complex technical challenges across diverse technologies while maintaining a personal, customer-first approach
• Drive Innovation: Play a pivotal role in maintaining our clients' infrastructure and cloud environments, ensuring they are always in the green
• Grow With Our Team: Mentor junior team members and be mentored by senior team members

Main Duties & Responsibilities

• Deliver exceptional customer service and manage multiple tickets across multiple clients
• Provide remote and onsite support for desktop computers, servers, networks, and other IT systems - no two days will ever be the same!
• Document all support activities and maintain detailed records of incidents and resolutions
• Take escalations from junior technicians and apply your expertise to resolve them
• Maintain vendor certifications (e.g. Microsoft, Sophos, Datto - to name a few)

Required Skills/Experience

• Recent hands-on experience in a Managed Service Provider (MSP) in a similar role
• Strong experience with Windows Desktop Operating Systems and common software applications
• Strong experience with Microsoft 365 and Windows Server management
• Experience with Microsoft Exchange Online/Intune/Defender management
• High-level understanding of Networking Technologies (DHCP/DNS/LAN/VLAN/WLAN/WAN)
• Experience with Endpoint Protection and Backup/DR technologies
• Ability to communicate technical and non-technical concepts to a wide range of stakeholders
• Experience with ConnectWise PSA and Datto RMM preferred, or other PSA/RMM systems

Personal Attributes

• A valid driver’s license and your own roadworthy vehicle
• Current Microsoft 365/Azure certifications - required
• Exceptional communication and proven stakeholder management experience
• Exceptional attention to detail and time management skills
• Ability to work autonomously and within a team
• Eager to continuously grow and improve technical skills