Job Description

• Join a reputable Managed Services Provider (MSP) dedicated to innovation and continuous learning
• Serve as the top-level escalation point for technical issues within the service desk team.
• Thrive in a culture driven by service excellence and customer satisfaction.

About Our Client

Our client is a well-established and rapidly growing Managed Services Provider with nearly two decades of experience delivering IT solutions. They serve diverse industries such as healthcare, accounting, manufacturing, and legal. Their focus includes transitioning businesses to cloud-based platforms and offering innovative IT services.

About the Role

You will operate as the final escalation tier for complex technical issues raised by the service desk. Acting as a senior technical resource, you’ll mentor junior engineers and lead problem-solving initiatives to maintain service continuity and client trust.

Must-Haves:

• Proven experience with Microsoft Windows environments, cloud platforms (Azure), and the M365 ecosystem
• Strong communication and stakeholder management skills.

Role and Responsibilities

• Deliver expert support for escalated end-user IT issues.
• Resolve advanced incidents escalated from Level 1 and Level 2 support.
• Perform root cause analysis and develop solutions to recurring technical problems.
• Take ownership of critical (P1) incidents and ensure prompt resolution.
• Maintain exceptional customer engagement and service delivery standards.
• Uphold professionalism across all communication channels—email, phone, and onsite.
• Set the bar for service excellence and technical consistency.
• Mentor and upskill the technical team through training sessions and process documentation.
• Enhance internal documentation and contribute to a knowledge-sharing culture.
• Identify opportunities to improve team efficiency and reduce ticket volume per endpoint.
• Aim for high first-contact resolution rates (target: 70%).
• Adhere to ticket response SLAs and proactively communicate delays to stakeholders.
• Ensure data accuracy in client records, documentation, and processes.
• Actively manage ticket queues and escalation processes while keeping clients informed.
• Apply strong troubleshooting skills to isolate root causes and document permanent fixes.
• Core Technical Competencies Required:
• Microsoft Windows Server (all versions)
• Office 365 / Exchange Online / Exchange Server
• SQL Server configuration and administration
• Hyper-V and VMware virtualization
• Core networking fundamentals (Routing, NAT, VLANs)
• Multi-platform issue diagnosis and resolution
• End-user support across desktops, laptops, and peripherals

Skills And Qualifications

• Degree or diploma in IT or related discipline (preferred)
• Industry certifications in Microsoft 365, Azure, or vendor-specific technologies (a plus)
• Experience with ConnectWise, Kaseya, and key vendors like Cisco, Juniper, and Sophos is highly desirable
• Minimum 6 years of hands-on experience in:
  o Windows Server/Desktop and Azure cloud operations
  o M365, Active Directory, and hybrid IT infrastructure
  o Hyper-V/VMware administration and network security practices
  o Cloud networking (Azure/AWS), LAN/WAN infrastructure
  o Disaster recovery and backup technologies
  o VOIP systems suitable for small business environments
  o IT systems specific to healthcare (bonus)
• Valid Australian driver’s license and full working rights in Australia.

What is on Offer

• Exposure to diverse IT environments and projects.
• Career growth opportunities within a dynamic MSP.
• Training and development in cloud and advanced technologies.

How to Apply

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