Service Desk Engineer

RawTech Group Pty Ltd; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Career growth

AI/automation exposure

Office at Barangaroo

Job summary

RawTech Group, an Australian MSP based at International Towers, Barangaroo, Sydney, seeks a senior Service Desk Engineer to own incidents end-to-end, provide advanced support, and help lift the team’s capability. You will balance reactive support with proactive improvements and drive client outcomes.

You will work across Microsoft 365/Azure environments, be involved in automation, and maintain robust documentation while collaborating with the Service Desk Team Leader.

Qualifications

• 1–3+ years in an MSP or multi-client environment.
• Advanced troubleshooting across workstation, server and network.
• Strong hands-on Active Directory, Group Policy and identity mgmt.
• Experience with Microsoft 365 administration.
• Experience supporting macOS and iOS in business environments.
• Solid security grounding: malware remediation and endpoint protection.

Responsibilities

• Own Level 1 and 2 incidents end to end within SLA across client environments.
• Provide advanced remote and on-site support across Sydney metro.
• Mentor junior engineers and coach them to prevent repeated tickets.
• Perform root cause analysis and permanent problem resolution.
• Assist onboarding of new clients with environment reviews and standardisation.
• Design, implement and support MSP-aligned solutions.
• Maintain documentation that other engineers use and drive service improvements.

Skills

MS 365 admin

Active Directory

DNS/DHCP/VLANs

Troubleshooting

ITIL fundamentals

Security awareness

VMware/Hyper-V

VoIP platforms

Education

Bachelor’s Degree in IT/CS

Tools

Halo PSA

Intune

Jamf

Job description

Service Desk Engineer | Managed Services

RawTech Group | International Towers, Barangaroo, Sydney NSW | Full time

RawTech Group is an Australian owned and operated MSP, and our positioning is simple: we are our clients' IT department. We're looking for a senior technician who owns problems end to end across multiple client environments. You'll be the escalation point our service desk trusts, the engineer clients ask for by name, and a key part of lifting the whole team's capability. We measure resolution quality, documentation and client outcomes, not tickets closed per hour.

This role is not for you if

Your instinct on a hard problem is to escalation and move on, or you treat documentation as someone else's job. If you're the person who digs until the root cause is dead, keep reading.

About RawTech Group

We've managed IT for small, medium and growing businesses since 2009: end-to-end IT support, cybersecurity, cloud services and Privacy Act compliance, built on long-term client partnerships and a proactive approach. We work from International Towers at Barangaroo and support clients across Sydney.

Our stack is deliberately standardised (Microsoft 365 and Azure, Intune and Jamf managed endpoints, Halo PSA), so you spend your time engineering, not deciphering fifty snowflake environments. We’re also building out an AI and automation practice on top of the managed services base, and our engineers get real exposure to that work.

The Role

Reporting to the Service Desk Team Leader, you'll act as a technical escalation point across our managed clients, keep us on the right side of our SLAs, and balance reactive support with proactive maintenance and service improvement.

What you'll do

• Own Level 1 and 2 incidents and service requests end to end, within SLA, across multiple client environments
• Provide advanced remote support and on-site support at client sites across Sydney metro
• Mentor junior engineers and coach them so the same ticket doesn't come back
• Perform root cause analysis and problem management, closing recurring issues out permanently
• Assist with onboarding new clients, including environment reviews and standardisation
• Design, implement and support approved MSP‑aligned solutions
• Maintain documentation other engineers actually use, and work with the Team Leader on service improvement

What you'll need

• 1 to 3+ years in an MSP or multi-client environment, comfortable context‑switching between different networks, documentation standards and security postures
• Advanced troubleshooting across workstation, server and network, with solid fundamentals in IP networking, DNS, DHCP, VLANs and firewalls
• Strong hands‑on Active Directory, Group Policy and identity management, plus advanced Microsoft 365 administration and exposure to Google Workspace
• Experience supporting macOS and iOS in business environments
• A solid grounding in security: malware remediation, endpoint protection and sensible client hygiene
• Backup, disaster recovery and business continuity experience in an MSP context, and working knowledge of Hyper‑V or VMware
• Experience with managed or hosted VoIP platforms
• Disciplined ticket and SLA habits, and the communication skills to explain a root cause to a CFO without jargon
• Australian citizenship or permanent residency (required), plus a current driver's licence for client site visits

Qualifications (nice to have)

• Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience
• Microsoft certifications (e.g. AZ-900, MS-900, SC-900, or higher‑level Azure/M365 certifications)
• ITIL Foundation certification (highly regarded in MSP environments)

What we offer

• A supportive, technically strong team that invests in its people, tools and processes
• Genuine career growth into senior, projects, security or automation pathways
• Real exposure to our growing AI and automation practice, not just the ticket queue
• An office at International Towers, Barangaroo: a short walk from Wynyard via the Wynyard Walk, on the waterfront, surrounded by good coffee

Job Type: Full Time

Eligibility: Australian citizenship or permanent resident status is required.