This is an amazing opportunity to work with a great team in Australia’s most exciting Managed IT and Print company!
We are the leading provider of Managed Technology Solutions to local and regional organisations in Australia. We help businesses across the nation to harness office technology to improve productivity, efficiency and growth.
Customer retention and delivering outstanding experiences are critical to our success as a Technology Partner, so we are looking for a L2 Service Desk Engineer for our Canberra office, while supported by the wider team. Someone who is a strong communicator and who understands the importance of ticket ownership and outcomes in a fast-paced, dynamic environment.
Your key responsibilities will be
• Providing level 2 IT support to our broad range of clients
• Provide timely support via phone, ticket updates, and on-site visits
• Manage support priorities and conduct maintenance
• Work with, but not limited to Windows Server, Microsoft 365, Azure, VMware, Sophos, Ubiquiti and Datto RMM to support client environments
• Complete ticket updates, time capture, and logging opportunities accurately in efex ITSM tools
• Develop and maintain documentation, including standard operating procedures and knowledge base articles
• Act as a trusted advisor to clients, ensuring strong customer relationships and clear communication
• Participate in a rotating roster for emergency support outside standard business hours
• Remain current with technology by obtaining and maintaining industry certifications
Your KPIs Will Include
• Meeting ticket closure and billable hours targets
• Customer Satisfaction Score target
• Ticket SLA response and resolution targets
• Ensuring consistent and comprehensive notes are included in each ticket
• Update all outstanding tickets daily
• Regular client follow-ups by email and phone
• Updating documentation with new procedures or improvements
• Log sales opportunities to improve client environments
What You Need to Succeed
• 2+ years’ experience in an IT support role
• Strong proficiency in troubleshooting desktop hardware, software, and network-related issues
• Proficiency with networking concepts and protocols, TCP/IP, DNS, DHCP, and VPN technologies
• Solid understanding of Active Directory, Group Policy, and server operating systems
• Hands-on experience with Microsoft cloud technologies, including Microsoft 365, Entra, and Intune
• Industry based technical certifications (Microsoft, CompTIA, AWS, Cisco) a bonus
• Excellent communication skills, both verbal and written, to effectively interact with clients and team members
• Proven ability to prioritise tasks and work efficiently in a fast-paced environment
• Excellent problem-solving skills, with the ability to diagnose and resolve technical issues independently
Prerequisites
• Only applicants with the eligibility to work in Australia will be considered
• Applicants should also be able to successfully complete a police check
• Must have a current driver’s licence
What We Offer
A competitive salary with opportunities for professional growth and exposure to cutting-edge technology and innovative solutions. We are agile and always looking to grow our business and our people while we continue to cultivate a supportive and inclusive work environment.
How to Apply
If you are passionate about information technology and meet the qualifications listed above, we encourage you to apply. Please submit your resume and a cover letter to this job ad.
