MSP IT Support Engineer (L1–L2) – Office-Based

ETS Limited; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Eclipse Technology Services Australia in Sydney CBD is seeking an enthusiastic IT Support Engineer to join our managed services team. The role covers remote, office-based and occasional onsite client support, addressing Microsoft 365, Azure, endpoint management, server, network, and cloud-related issues.

You will work in a flat, collaborative structure, reporting to the Director, with guidance from a senior engineer.

Qualifications

• You will combine technical capability with excellent communication and customer-service skills.
• Formal qualifications and industry certifications are not mandatory.
• Candidates should outline any relevant qualifications, certifications, technical training, informal learning, and practical experience in their application.
• Appointment to the position will be subject to satisfactory pre-employment screening.

Responsibilities

• Provide remote, office-based, and occasional onsite technical support to managed-services clients.
• Diagnose and resolve computer, network, software, cloud, server, and connectivity issues.
• Administer and support Microsoft 365, Microsoft Azure, and Microsoft Intune environments.
• Install, configure, maintain, and support workstations, servers, network equipment, and business applications.
• Support firewall, routing, VPN, switching, and wireless technologies.
• Record, prioritise, manage, and resolve service requests using ticketing and RMM tools.
• Keep clients informed about progress, expected resolution times, and required actions.
• Explain technical matters clearly and professionally to non-technical users.
• Escalate complex, high-risk, or unresolved incidents appropriately.
• Maintain accurate ticket notes, technical documentation, client records, and knowledge-base articles.
• Assist with client onboarding, equipment deployments, system upgrades, migrations, and other projects.
• Identify opportunities to improve reliability, security, efficiency, and the client experience.
• Follow company requirements relating to cybersecurity, privacy, confidentiality, access control, and incident reporting.
• Contribute to team knowledge sharing, process improvement, and professional development.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Tools

Microsoft 365

Intune

PowerShell

HaloPSA

RMM tools

Windows Server

Firewall/VPN

Job description

Eclipse Technology Services Australia in Sydney CBD is seeking an enthusiastic IT Support Engineer to join our managed services team. The role covers remote, office-based and occasional onsite client support, addressing Microsoft 365, Azure, endpoint management, server, network, and cloud-related issues.

You will work in a flat, collaborative structure, reporting to the Director, with guidance from a senior engineer.