Technical Support Engineer

T4B; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Regular team events

Flexibility - good work/life balance

Opportunities for growth

Professional development

Job summary

T4B is seeking an experienced Technical Support Engineer to support Brisbane and Gold Coast clients, handling on-site visits and remote ticketing. You will join a growing team, act as the Queensland face for clients, and work from home when not onsite.

You should have 3+ years in technical support (MSP preferred), familiarity with ConnectWise, N-Able, IT Glue, and strong knowledge of Windows and Microsoft 365. A proactive, customer-focused attitude is essential.

Qualifications

• 3+ years in a technical support role, preferably MSP
• Familiar with PSA, RMM and documentation tools
• Proficient with Windows Desktop/Server and Microsoft 365 suite
• Exposure to SOPHOS XG/XGS, Datto backups, and PBX solutions is favorable
• Microsoft certifications are advantageous

Responsibilities

• Resolve client technical issues via ticketing system; onsite work in Brisbane/Gold Coast
• Maintain high-quality customer service and client relationships
• Meet ticket SLAs and manage time effectively
• Collaborate with team to deliver comprehensive client solutions
• Stay updated with industry trends and inform customers of new offerings

Skills

MSP experience

Windows OS

Microsoft 365

ConnectWise Manage

N-Able

IT Glue

Tools

ConnectWise Manage

N-Able

IT Glue

Job description

T4B is an IT support company Headquartered in Southeast Melbourne that specialises in managed IT services and hosted phone solutions. Our clients range in size from 5 to 200 staff and we support a diverse range of on-premise and cloud technologies. We are celebrating our tenth year in business this year.

We are currently seeking a new team member to support our Brisbane and Gold Coast clientele in the field and assist with helpdesk escalations when they are not on the road.

Work in a Supportive and Empowering Culture

At T4B, we are a family friendly and sociable group of people, and our clients appreciate our technical prowess and personalities. We promote autonomy and empower our team to make decisions. As important as technical experience is, personal attributes are what set us apart from our competitors, as we are a company with personality!

Be the face of T4B in Queensland

We are seeking an experienced, enthusiastic, well-spoken, presentable, and highly skilled Technical Support Engineer to join our team who is equally happy to be in the field as at their desk. As you will be our sole employee in Queensland, you will have the opportunity to work from home. Being a self-starter and a great time manager will be critical. We will in time set up an office as we grow our Queensland operation. Ideally you will live between Brisbane and the Gold Coast so you can easily service both areas for site visits.

What we offer

Regular team events

Flexibility - good work/life balance

Opportunities for growth

Professional Development

Job Objective:

As a technical support engineer, your primary responsibility will be to resolve technical issues for our clients as assigned via our ticketing system (ConnectWise Manage). As our Queensland employee, you will be required to do regular onsite work for our Brisbane and Gold Coast based clients, and when you are not carrying out site-based work you will form part of our remote support team.

You will be given the opportunity to be the front person for our key contacts in Queensland and buildgreat client relationships. You will be empowered to make decisions which will help grow your skillset. You will provide exceptional customer service and ensure absolute client satisfaction. Through effective communication and proactive thinking, you will identify opportunities for our clients’ environments to be enhanced. Your role will involve collaboration with other team members to ensure best outcomes. We are seeking a proactive and results-oriented professional who thrives in a dynamic and fast-paced environment.

It's important to note you will not be a “lone ranger” you will be fully supported by our Melbourne based Admin and Management team so you can succeed in your role.

Key Responsibilities

Resolution of tickets: Complete assigned work in within allotted time and in accordance with our Service Level commitments

Time management:Continuously achieve minimum time utilisation goals of 80%, respond to tickets as per your schedule/or manage expectations as required.

Customer Service:Deliver exceptional customer service by promptly addressing client inquiries, concerns, and escalations. Ensure timely resolution of issues and provide ongoing support to maintain long-term client partnerships.

Sales and Upselling: Collaborate with the technical team to identify cross-selling and upselling opportunities within existing accounts. Present and promote additional products, services, and upgrades to drive revenue growth.

Team Collaboration: Work closely with cross-functional team members to coordinate activities and deliver comprehensive solutions to clients. Share client feedback and insights to enhance client experience.

Technical Knowledge: Stay updated with industry trends, developments, and emerging technologies relevant to our clientele. Leverage this knowledge to deliver premium outcomes for our clients.

Skills and Experience:

You should have 3 or more years’ experience in a technical support setting, ideally with a Managed Services Provider (MSP)

Ideally you will be familiar with PSA, RMM, and Documentation tools such as ConnectWise Manage, N-Able and IT Glue.

You will be very familiar with Windows Desktop and Server OS and the Microsoft 365 suite.

Exposure to SOPHOS XG/XGS firewalls, Datto backup solutions and PBX solutions will also be highly regarded.

If you have achieved or are working towards Microsoft certifications your application will be significantly favored.

Key Performance Indicators – subject to change

Time Budgets: complete tasks in the allotted time

Technical know-how: Technical experienced consistent with the role

Admin – ensuring tickets are always up to date and client documentation is routinely updated as required.