Service Desk / Onsite Engineer (MSP)

Visits; City of Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work

Office in South Melbourne

Professional development

Free breakfast & coffee

Social events

Company cars

Job summary

VISITS seeks a capable Service Desk professional to support diverse client environments from its South Melbourne hub and client sites. The role blends remote and onsite support, focusing on endpoints, identity, MFA, and Microsoft 365 management.

You’ll work in a collaborative team, grow your skills in HaloPSA, NinjaRMM, Rewst and ITGlue, and participate in projects that go beyond ticket triage. An Australian work eligibility and driver’s license are required.

Qualifications

• 2+ years’ experience in similar service-desk roles.
• Active pursuit or holding relevant Microsoft certifications (MD-102 encouraged).
• Experience across multiple client environments is highly valued.

Responsibilities

• Provide outstanding technical support to a wide range of businesses and staff.
• Support endpoints, identity, cyber security, M365 and office tools using modern management solutions.
• Deliver services via remote and onsite channels and contribute to broader service projects.

Skills

Windows 11

Autopilot

Intune

M365

EntraID

MFA

Conditional access

Cyber security

Teams Phone

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
• Immediate start available!

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 outstanding technical support to a wide range of businesses and their staff
  
• Support technologies including endpoints (hardware, operating systems and applications), identity, cyber security, M365 and office technologies, utilising the latest technical management solutions
  
• Deliver services by both remote (phone, email, portal and chat) and onsite support
  
• 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 a new system needing support). 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

You must have good technical skills and experience in the following:

• 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 requirement

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.

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:

• Above average remuneration.
• Hybrid/flexible positions aligned to the specific job and client needs.
• A brand-new modern office in South Melbourne with a terrace and great views, luxe end of trip facilities (including towel service) and located within easy access of public transport. (Anzac Station nearby. Tram stop outside office).
• Personalised professional development plan with opportunities for career progression.
• Free breakfast, light lunches, snacks, cafe quality coffee and drinks.
• Regular social events, Friday Night drinks and BBQ.
• Access to company cars.

Employment Specifics

This is a full-time, permanent role.

You will work from our South Melbourne office and client sites with some flexibility to work from home.

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.

You must:

• 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.

Direct applications only - we are not engaging recruitment agencies for this role.

Please note that we will only be contacting applicants that have been shortlisted.