Onsite Support Engineer (ICT Managed Services)

Tecala; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working arrangements

Learning & Development opportunities

Career Pathways

Paid certifications

Employee discounts

Employee Assistance Program

Parental leave

Job summary

Tecala in Melbourne is seeking an Onsite Support Engineer to deliver frontline technical assistance for Microsoft, VMware and Citrix environments. You will engage with end-users, troubleshoot incidents, and work across private cloud offerings and managed services.

The role emphasizes strong communication, relationship-building, and a customer-first mindset, with flexible shifts and hybrid work options. National security clearance and Australian work rights are expected.

Qualifications

• Minimum 1–2 years' experience in a comparable Service Desk role.
• Experience with Windows Server, O365, AD, Exchange, VMware and cloud tech.
• Excellent written and verbal communication and customer service skills.
• Ability to build and maintain client relationships and manage time.
• Experience in a System Integrator or MSP environment.
• Willingness to work shifts between 6am–10pm.
• Unrestricted Australian work rights and able to meet security requirements.

Responsibilities

• Provide frontline technical support to end-users across Microsoft, VMware, and Citrix solutions.
• Diagnose and resolve incidents and service requests promptly.
• Communicate effectively with customers and maintain relationships.
• Collaborate with engineering teams to implement solutions.
• Assist with deployment and maintenance of IT infrastructure.

Skills

Customer focus

Service desk experience

Communication skills

Relationship building

Time management

Analytical thinking

Problem solving

Experience in MSP/Systems Integrator

Shift flexibility

Australian work rights

Education

ITIL Foundations

Tools

MS Windows Server

O365

Windows 7-10

Active Directory

Exchange

VMware

Cloud technologies

Job description

Onsite Support Engineer (ICT Managed Services)

Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.

We have been certified as a Great Place to Work for 2023, 2024, 2025 and 2026 ranked in the top 10 of Australia's Best Workplaces in Technology 2025, ranked #19 in Australia's Best Workplaces List for 2025, and been recognised as Australia's #1 Managed Service Provider and ranked #29 globally in the 2025 MSP 501, Channel Futures' industry-leading benchmark for high-performing MSPs worldwide.

We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.

ABOUT THE ROLE

As an Onsite Support Engineer, you are our front line, delivering support to our customers in relation to our broad private cloud offerings and accompanying managed services. Daily duties will have you engaging directly with end-users to provide technical assistance in predominately Microsoft, VMware, and Citrix-based solutions. The client-facing nature of this role requires that oral and written communication skills are of utmost importance, as is the ability to get "hands-on" when required.

WHAT WE'RE LOOKING FOR

The 'Must haves':

• A genuine "customer first" focus.
• Demonstrated experience working in comparable Service Desk position.
• Strong communication and interpersonal skills.
• Minimum of 1–2 years' experience supporting the following technologies: Microsoft - Windows Server, O365, Windows 7-10, Active Directory, Exchange, VMWare, and Cloud technologies.
• Ability to build and maintain effective relationships with clients and co-workers.
• Good time management, strong analytical and problem-solving skills.
• Experience within a System Integrator or Managed Services Provider.
• Flexibility around shift-work, staggered between 6am and 10pm, standard business days.
• Unrestricted Australian work rights and be eligible to meet customer security clearance requirements.

The 'Nice to haves':

• Experience working within an ITSM environment and familiarity with ITIL processes.
• ITIL Foundations accreditation.
• Current industry or tertiary qualifications.

WHAT WE CAN OFFER YOU

• Competitive salary (base + super + bonus).
• Flexible and hybrid working arrangements.
• Exposure to a wide variety of clients, projects and modern technologies.
• A supportive, collaborative team culture with clear career progression.
• Inclusive paid parental leave policy that supports all parents & carers.
• Access to ongoing Learning & Development opportunities including self-paced learning through our learning management system.
• Access to Career Pathways so you can continue to build a career in the business.
• Paid certifications and remuneration incentive to get upskilled / certified to support your development.
• Reward & Recognition Program where you can also thank and reward your team mates.
• Employee discounts – Access discounted rates and offers from a variety of providers, including health insurance and IT Hardware.
• Employee Assistance Program (EAP).

Note

As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.