Managed Services Engineer Level 1

Canary IT; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Job summary

Canary IT in Brisbane is expanding its Service Desk with a Managed Services Engineer Level 1. You will provide frontline support via email, live chat, phone and remote access, resolving incidents and fulfilling service requests with a customer-first approach.

We seek candidates with 1+ year in IT support and solid MS 365 knowledge (Exchange Online/Teams/OneDrive). Excellent communication and time-management skills are essential for success in this client-focused MSP.

Qualifications

• At least 1 year experience in an IT Support role, ideally with a managed services provider
• Knowledge of Microsoft 365 administration, including Exchange Online, Teams and OneDrive
• Proven ability to troubleshoot technical issues and implement effective solutions
• Excellent communication skills with ability to explain technical information to non-technical stakeholders
• Strong customer focus with a proactive approach to addressing client needs
• Excellent organisational skills and ability to manage multiple high-priority tasks

Responsibilities

• End User Support: Provide telephone, email and remote support to clients and internal staff, ensuring issues are logged, responded to and resolved within agreed timeframes
• Adherence to KPI’s: Ensure tickets are responded to, actioned and completed against defined KPI’s
• Risk Management: Identify and mitigate risks related to IT infrastructure, data protection, and user behaviour
• Documentation: Develop and maintain troubleshooting guides, SOPs, site documentation and knowledge base articles
• Client Engagement: Serve as a trusted advisor to clients around IT systems and best practices
• Collaboration: Work with Senior Engineers to escalate requests and seek input on incidents and resolutions

Skills

IT Support

Customer Focus

Time Management

Tools

Microsoft 365

Exchange Online

Teams

OneDrive

Windows OS

Networking basics

Job description

We are expanding our business and have an exciting opportunity to join our Brisbane team. We are looking for a Managed Services Engineer Level 1 to join our growing Managed Services Support Desk team.

Canary IT is a national provider of cloud, backup and disaster recovery solutions, Cyber Security, Managed Services and retail point-of-sale built on Microsoft Business Central.

We are proudly 26 years in business, with long time, trusting relationships with our customers, supplier network and our people. We are looking to grow our team with exceptional people-people with a strong customer focus and commercial acumen.

Purpose of this role is to provide front line response, support and troubleshooting for clients requesting support through the Canary IT Service Desk. Support provided will be via email, live chat, telephone and remote device control. Alongside incident response there will be requirement to perform service requests including moves, adds and changes for users and associated end user compute services.

Key Responsibilities:

• End User Support: Provide telephone, email and remote support to all Canary IT Clients and Internal Canary Staff, ensuring all issues are logged, responded to and resolved within agreed timeframes
• Adherence to KPI’s: Ensure tickets are responded to, actioned and completed against defined KPI’s
• Risk Management: Identify and mitigate risks related to IT infrastructure, data protection, and user behaviour, guiding customers on comprehensive risk management strategies.
• Documentation: Develop and maintain detailed documentation, including troubleshooting guides, standard operating procedures, site documenta and knowledge base articles.
• Client Engagement: Serve as a trusted advisor to clients around support for their IT Systems and supporting IT best practices.
• Collaboration: Work closely with Senior Engineers to **escalate** requests, seek input and guidance on incidents and resolutions.

What you Bring:

• Experience: At least 1 year experience in an IT Support role, ideally with a managed services provider but not necessary.
• Technical Skills: Knowledge of Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and. Proficiency in Windows Desktop OS, local networking and Wi-Fi and common End User Devices.
• Problem-Solving: Demonstrated ability to troubleshoot technical issues and implement effective solutions.
• Communication: Exceptional communication skills, with the ability to convey technical information to both technical and non-technical stakeholders and develop trust with customers and our team.
• Customer Focus: A strong commitment to client satisfaction, with a proactive approach to identifying and addressing client needs with a commercial understanding.
• Time Management: Excellent organisational skills, with the ability to manage multiple high-priority tasks and projects simultaneously.