Senior Service Desk / Onsite Engineer (MSP)

VISITS Pty; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Onsite field work

Above average remuneration

Personalised professional development

Novated leasing

IT equipment at cost

Home NBN at cost

Discounted shopping and vouchers

Job summary

VISITS Pty in Sydney is seeking a capable Service Desk Technician to support a diverse client base. You will handle requests via chat, phone, email and our portal and contribute to ongoing projects while delivering reliable Microsoft 365 and security-focused assistance.

The role combines remote and onsite support at client sites, with a focus on end-user devices, Windows 11, Intune management, EntraID, and Teams.

Qualifications

• Experience in MSP environments across multiple client sites.
• 2+ years in similar service desk roles preferred.
• Microsoft 365, Windows 11 and Intune experience desired.

Responsibilities

• Provide technical support via chat, phone, email and portal.
• Support endpoints, OS, Microsoft 365 apps and identity management.
• Deliver remote and onsite support at client sites.
• Contribute to changes and projects beyond ticket resolution.

Skills

Windows 11

Intune management

M365 apps

EntraID identity

Cyber security tools

Teams Phone

Remote/Onsite support

Client-focused support

Tools

HaloPSA

NinjaRMM

Rewst

ITGlue

Job description

• Join a Service Desk where your impact on customers actually matters
  
• Work across real client environments (not repetitive internal IT)
  
• Grow your Microsoft 365 and modern workplace skills in a supportive team

At VISITS, you’ll support a diverse range of clients, engage with the latest technologies and grow your skills and career, working with a team that values collaboration, growth and delivering meaningful outcomes - not just closing tickets.

Your Role

• As part of the National Service Desk, provide technical support to a wide range of businesses with support requests coming via chat, phone, email and our portal.
• Support technologies including computers and devices, operating systems (mostly Microsoft) and applications, Microsoft 365, identity management, security products, Teams and Teams Phone etc.
• Deliver support via a mix of remote and onsite support at client sites.
• Be involved in the delivery of broader services including changes and projects

The VISITS' difference

Like many MSPs, we handle incidents and service requests across a broad range of technologies. But at VISITS, our culture goes further — we're passionate about helping clients use technology to enable their success.

At the forefront of our culture is considering the human impact of IT services. Incidents represent clients who cannot perform their work (not just something that has broken). New software features are an opportunity for clients to work smarter (not just a new system needing support).

Your Technical and Professional Skills

Working Experience

It's highly desirable that you have worked at another MSP, where you've learnt to be adaptable working across multiple client environments.

Generally, our hires in this position have at least 2 years’ experience in similar roles, however, we will consider people with less experience if you’re a fast up-and-comer. Ongoing training is provided to all staff, regardless of experience.

Technical

• Windows 11
• Management of endpoints, including deployment via Autopilot and management via Intune
• Support for M365 applications and services including Outlook, Teams, SharePoint, OneDrive for Business and office productivity tools.
• EntraID for identity and access management including MFA and conditional access
• Cyber security tools

It would be helpful if you have experience with:

• Teams Phone and meeting room technologies
• Supporting clients with AI tools
• Some/all of our technology stack, including HaloPSA, NinjaRMM, Rewst and ITGlue

Recognised certifications form an important part of our commitment to professional excellence and client confidence. Applicants are expected to hold relevant Microsoft Certifications, or to be actively working towards them. Should you not currently hold the M365 Certified Endpoint Administrator Associate (MD-102) certification, we would anticipate its completion within the first four months of employment and will provide the necessary support to achieve this.

Professional

If you're passionate about customer service and love building strong relationships, you'll thrive in this role. Here's what you'll bring:

• Outstanding verbal and written communication skills with the confidence to engage all levels of a business
• A passion for customer service with a high degree of patience and empathy
• An excellent understanding of service desk processes
• Solid problem solving and critical thinking skills
• Excellent time management skills
• Ability to work collaboratively as part ofa team or on your own
• Reliability and dependability, taking ownership of anything that comes your way
• Commitment to ongoing professional development and training

About VISITS

We’re a national Managed IT and Cyber Security Services Provider with our head office in South Melbourne, Victoria and teams throughout Australia.

Our clients are mid-sized and growing small organisations – including listed companies, professional services firms and NFPs – who want more than just IT support. They stay with us because we deliver exceptional business outcomes and standout customer experiences. And we’re growing fast!

Our technical team are respected, capable and growing. We only hire the best people who share our passion and values.

Your Perks and Benefits

As part of a friendly and collaborative team, you'll enjoy:

• Majority of your time will be based onsite at client sites in the Sydney CBD or Eastern suburbs with some flexibility to work from home.
• Above average remuneration.
• Personalised professional development plan with opportunities for career progression.
• Access to novated leasing, IT equipment and home NBN at cost price, discounted shopping and movie vouchers.

Employment Specifics

This is a full-time, permanent role.

Due to the nature of IT work, the position will involve some occasional after-hours and weekend work. Participation in an after-hours support roster will be also be required.

• Have an Australian driver’s licence
• Be an Australian Citizen/Permanent Resident
• Agree to complete a Criminal History Clearance Check and a security background check.

Remuneration will be negotiated based on your experience and qualifications.