Service Desk Engineer – MSP: First-Point Resolution

Professional Search Group; Perth; On-site; AUD 65,000 - 90,000; Full time

Job summary

Professional Search Group seeks a Service Desk Engineer for its national MSP client with Perth offices. You will be the first point of contact for managed services clients, owning tickets from initial report through to resolution and delivering first-time resolution with a client-first mindset.

You will work alongside Level 3 Engineers and the Team Lead to diagnose, update and escalate as needed, ensuring SLAs are met and a positive client experience.

Qualifications

• MSP experience is required.
• Minimum of 12 months in an IT support role.
• Strong written and verbal communication with a client-first approach.

Responsibilities

• Manage incoming client faults professionally via phone, email and the ticketing system.
• Take full ownership of tickets, logging, categorising and prioritising in line with SLAs.
• Conduct thorough diagnostics to enable first-point-of-contact resolution.
• Escalate to internal/external teams as required, while remaining the client's single point of contact.
• Proactively update clients throughout the ticket lifecycle.
• Identify recurring issues, security trends or service risks and escalate to the service management team.
• Manage scheduled maintenance tasks to keep client systems running smoothly.
• Share knowledge with the wider team and support a collaborative service desk culture.

Skills

Client-focused communication

Independent worker

Team collaboration

Problem solving

Tools

Intune

N-able

Office 365

Azure AD

ConnectWise PSA

Active Directory

DNS

VMware

Hyper-V

Veeam

Datto

Broadsoft

Cisco

Meraki

Fortigate

AWS

Azure

Job description

Professional Search Group seeks a Service Desk Engineer for its national MSP client with Perth offices. You will be the first point of contact for managed services clients, owning tickets from initial report through to resolution and delivering first-time resolution with a client-first mindset.

You will work alongside Level 3 Engineers and the Team Lead to diagnose, update and escalate as needed, ensuring SLAs are met and a positive client experience.