Service Desk Engineer - MSP, Flexible Hours & Growth

ASI Solutions; Western Australia; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Birthday Leave

Monthly Team Lunches

Tech Product Discounts

Paid Parental Leave

Flexible Working Arrangements

Learning & Development Opportunities

Competitive Salaries

Diversity & Inclusion Committees

Engagement Activities All Year Round

Supportive, Community-Driven Culture

SheMentors Program

Job summary

ASI Solutions is seeking a Managed Service Desk Engineer to provide timely first-line IT support across Microsoft 365, Windows, desktops, and network services for multiple clients. You will own tickets from initial contact to resolution, ensuring high customer satisfaction and adherence to SLA targets.

You will document thoroughly, escalate when needed, and contribute to knowledge sharing while supporting junior engineers and pursuing relevant certifications. Hybrid work options are available.

Qualifications

• Hands-on experience in a service desk, technical support or similar IT role, ideally in an MSP or multi-client environment.
• Excellent verbal and written communication with a customer-first approach.
• Confident communicating with customers, vendors and internal stakeholders.
• Strong time management, with the ability to juggle competing priorities and elevate when needed.
• An analytical mindset, with the ability to collate and interpret data from multiple systems.
• A commitment to continuous learning and keeping up with technology trends relevant to the role.
• A positive team focus and the ability to support junior engineers when needed.
• Good troubleshooting skills across Microsoft 365 apps, Exchange Online, Teams and Windows desktop environments.
• Basic understanding of Active Directory, DNS, DHCP and Group Policy, and of networking concepts (OSI model, IP addressing, LAN/WAN).
• Familiarity with patching, endpoint protection and remote support tools.
• Ability to document work clearly and consistently in a ticketing system.
• Actively working towards relevant industry certifications (e.g. Microsoft 365, Azure Fundamentals, MD-102 / Endpoint Administrator).
• Eligible to obtain required client or security clearances

Responsibilities

• Deliver timely, effective first-line technical support for our customers across a range of systems and applications.
• Own the outcome from the first call to the final ticket note.
• Consistently meet SLA targets on your assigned tickets with strong first-call resolution.
• Resolve end-user issues across Microsoft 365, Windows, desktop hardware, printing, network and access; escalate appropriately when an issue needs a senior engineer.
• Maintain detailed, accurate ticket notes and up-to-date documentation that meet quality standards.
• Monitor queues and alerts, support maintenance and patching, and suggest ways to reduce repeat tickets.
• Follow ASI's procedures and client protocols in line with ISO 9001 and ISO 27001, and raise any security, privacy or process concerns.
• Share knowledge, support junior engineers, and progress your own certifications.

Skills

Customer-focused communication

Microsoft 365

Windows operating systems

Troubleshooting

Time management

Analytical mindset

Documentation

Vendor coordination

Tools

Datto

Veeam

Acronis

RMM tools

Patch management tools

Job description

ASI Solutions is seeking a Managed Service Desk Engineer to provide timely first-line IT support across Microsoft 365, Windows, desktops, and network services for multiple clients. You will own tickets from initial contact to resolution, ensuring high customer satisfaction and adherence to SLA targets.

You will document thoroughly, escalate when needed, and contribute to knowledge sharing while supporting junior engineers and pursuing relevant certifications. Hybrid work options are available.