Managed Service Desk Engineer

ASI Solutions; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Birthday Leave

Monthly Team Lunches

Tech Product Discounts

Paid Parental Leave

Flexible Working Arrangements

Learning & Development Opportunities

Competitive Salaries

Diversity & Inclusion Committees

Engagement Activities All Year Round

Supportive, Community-Driven Culture

SheMentors Program

Job summary

ASI Solutions is an Australian-owned technology partner focused on delivering agile, reliable technology at scale. We are seeking a Managed Service Desk Engineer to provide timely first-line technical support for our customers across Microsoft 365, Windows, desktop hardware, printing, network and access.

You will own the outcome from the first call to the final ticket note, ensure SLA targets and strong first-call resolution, maintain accurate documentation, monitor queues, support patching, and

Qualifications

• Hands-on experience in a service desk or IT support role.
• Excellent verbal and written communication with a customer-first approach.
• Confident communicating with customers, vendors and internal stakeholders.
• Strong time management with the ability to juggle priorities and elevate when needed.
• Analytical mindset to interpret data from multiple systems.
• Active pursuit of relevant industry certifications (e.g. Microsoft 365, MD-102 / Endpoint Administrator).

Responsibilities

• Provide first-line technical support across Microsoft 365 apps, Windows, desktop hardware, printing, network and access.
• Own the outcome from the first call to the final ticket note.
• Consistently meet SLA targets and achieve strong first-call resolution.
• Maintain detailed, accurate ticket notes and up-to-date documentation.
• Monitor queues, support maintenance and patching, and suggest improvements to reduce repeat tickets.
• Escalate to a senior engineer when needed and document resolutions.
• Support junior engineers and share knowledge within the team.
• Comply with client protocols and ISO standards.

Skills

Customer-first communication

Microsoft 365 / Exchange / Teams

Windows desktop & networking basics

Time management

Documentation & ticketing

Tools

Datto

Veeam

Acronis

RMM tools

Job description

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale. For nearly 40 years, ASI has supported education, government, and commercial organisations as technology environments have grown more complex and more critical to performance. Our approach is practical and outcomes-led. We take the time to understand what matters to each organisation before designing and delivering right-sized, de-risked solutions across managed services, cloud, security, data and AI, and digital skills. With national capability and local delivery teams, ASI helps customers move forward with clarity and confidence.

What you will be working on

As a Managed Service Desk Engineer, you will deliver timely, effective first-line technical support for our customers across a range of systems and applications. You will own the outcome from the first call to the final ticket note. Success in the role looks like:

• Customer satisfaction: clear, professional communication throughout the support process, and strong customer satisfaction scores
• Service levels: consistently meeting SLA targets on your assigned tickets, with strong first-call resolution
• Technical expertise: resolving end-user issues across Microsoft 365, Windows, desktop hardware, printing, network and access, and escalating appropriately when an issue needs a senior engineer
• Documentation quality: detailed, accurate ticket notes and up-to-date documentation that meet quality standards
• Proactive service: monitoring queues and alerts, supporting maintenance and patching, and suggesting ways to reduce repeat tickets
• Compliance: following ASI’s procedures and client protocols in line with ISO 9001 and ISO 27001, and raising any security, privacy or process concerns
• Team contribution: sharing knowledge, supporting junior engineers, and progressing your own certifications

A bit about you

You are a clear communicator who puts the customer first and keeps people informed, even when the news is that something is still being worked on. You manage your time well, know when to ask for help, and take pride in doing a job properly. You like learning, enjoy sharing what you know, and work well with others.

• Hands-on experience in a service desk, technical support or similar IT role, ideally in an MSP or multi-client environment
• Excellent verbal and written communication with a customer-first approach
• Confident communicating with customers, vendors and internal stakeholders
• Strong time management, with the ability to juggle competing priorities and elevate when needed
• An analytical mindset, with the ability to collate and interpret data from multiple systems
• A commitment to continuous learning and keeping up with technology trends relevant to the role
• A positive team focus and the ability to support junior engineers when needed
• Good troubleshooting skills across Microsoft 365 apps, Exchange Online, Teams and Windows desktop environments
• Basic understanding of Active Directory, DNS, DHCP and Group Policy, and of networking concepts (OSI model, IP addressing, LAN/WAN)
• Familiarity with patching, endpoint protection and remote support tools
• Ability to document work clearly and consistently in a ticketing system
• Actively working towards relevant industry certifications (e.g. Microsoft 365, Azure Fundamentals, MD-102 / Endpoint Administrator)
• Eligible to obtain required client or security clearances
• Vendor certifications (two or more are highly regarded)
• Exposure to virtualisation platforms (e.g. VMware, Hyper-V) and cloud environments such as Microsoft Azure
• Foundational knowledge of Microsoft Intune for device onboarding, configuration or policy application
• Experience using backup and RMM tools (e.g. Datto, Veeam, Acronis)

Why work with us?

• Birthday Leave – Celebrate your special day with a paid day off.
• Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues.
• Tech Product Discounts – Access exclusive savings on a wide range of technology products.
• Paid Parental Leave – Support for growing families with dedicated leave options.
• Flexible Working Arrangements – Balance work and life with hybrid options and flexibility.
• Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways.
• Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution.
• Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included.
• Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community.
• Supportive, Community-Driven Culture – We’re not just a team, we’re a connected, people-focused community making a meaningful impact.
• SheMentors Program – Supporting women across the organisation.

We welcome applications from people of all backgrounds and levels of experience, and we encourage you to apply even if you don’t meet every criterion. If you need any adjustments or assistance with the application process, please let us know.

Unlock job insights

Your application will include the following questions:

• Do you currently have the legal right to work in Australia?
• Please choose from the following:
• Please indicate your preferred salary range (excluding super) How many years have you been in the IT industry, or share some details on your relevant experience:
• Which of the following value resonates most with you and why?
• Own the outcome, Get Stuff done, Think boldly, Win together.
• What relevant experience, if any, have you had as a managed service desk engineer?
• While we work flexibly, our hybrid model is at least 4 days in the office, please indicate if this works for you?

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale.

For over 40 years, ASI has supported education, government & commercial organisations as their technology needs have grown more complex and critical.

Our approach is practical & outcomes-led: we understand what matters to each organisation, then deliver right-sized, de-risked solutions across managed services, cloud, security, data & AI, and digital skills. We run on EOS, meaning clear priorities, real accountability and no guessing about what matters each quarter.

With national capability & local delivery, we help customers move forward with confidence.

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale.

For over 40 years, ASI has supported education, government & commercial organisations as their technology needs have grown more complex and critical.

Our approach is practical & outcomes-led: we understand what matters to each organisation, then deliver right-sized, de-risked solutions across managed services, cloud, security, data & AI, and digital skills. We run on EOS, meaning clear priorities, real accountability and no guessing about what matters each quarter.

With national capability & local delivery, we help customers move forward with confidence.