Service Desk Engineer - MSP, Hybrid & Growth

Asi-Solutions; Sydney; Hybrid; AUD 65,000 - 95,000; 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 in Sydney to deliver timely first-line technical support for multiple clients across Microsoft 365, Windows, and desktop environments. You will own outcomes from initial call to final ticket note, ensuring high customer satisfaction and strong SLA adherence.

Join a team focused on proactiv e service, accurate ticket documentation, and ongoing certifications, while maintaining compliance with ISO standards.

Qualifications

• Hands-on experience in a service desk, technical support or similar IT role
• 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 escalate 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
• Vendor certifications (two or more are highly regarded)
• Exposure to virtualisation platforms (e.g. VMware, Hyper‑V) and cloud environments such as Microsoft Azure
• Foundational knowledge of Microsoft Intune for device onboarding, configuration or policy application
• Experience using backup and RMM tools (e.g. Datto, Veeam, Acronis)

Responsibilities

• Customer satisfaction: clear, professional communication throughout the support process, and strong customer satisfaction scores
• Service levels: consistently meeting SLA targets on your assigned tickets, with strong first-call resolution
• Technical expertise: resolving end-user issues across Microsoft 365, Windows, desktop hardware, printing, network and access, and escalating appropriately when an issue needs a senior engineer
• Documentation quality: detailed, accurate ticket notes and up-to-date documentation that meet quality standards
• Proactive service: monitoring queues and alerts, supporting maintenance and patching, and suggesting ways to reduce repeat tickets
• Compliance: following ASI’s procedures and client protocols in line with ISO 9001 and ISO 27001, and raising any security, privacy or process concerns
• Team contribution: sharing knowledge, supporting junior engineers, and progressing your own certifications

Skills

Excellent verbal and written comms

Customer-first approach

Time management

Analytical mindset

Documentation

Continuous learning

Team support

Microsoft 365 troubleshooting

Active Directory DNS DHCP knowledge

Patching & endpoint protection

Ticketing system documentation

Industry certifications target

Vendor certifications a plus

VMware/Hyper-V exposure

Microsoft Intune knowledge

Backup/RMM tools experience

Tools

Datto

Veeam

Acronis

Job description

ASI Solutions is seeking a Managed Service Desk Engineer in Sydney to deliver timely first-line technical support for multiple clients across Microsoft 365, Windows, and desktop environments. You will own outcomes from initial call to final ticket note, ensuring high customer satisfaction and strong SLA adherence.

Join a team focused on proactiv e service, accurate ticket documentation, and ongoing certifications, while maintaining compliance with ISO standards.