IT Support Engineer — Education Client, St Kilda East
St Kilda East, VIC | Full-time | On-site
Step Fwd IT is a growing managed services provider and the trusted technology partner for an education client based in St Kilda East. We’re looking for an IT Support Engineer to join our Education Team, based on-site as the day-to-day face of IT for staff and students.
This role is ideal for a junior IT professional who enjoys a school environment, connects well with people, follows process, and wants to build a solid foundation in education-sector IT support — backed by a structured MSP behind them.
About the role
As the on-site IT Support Engineer for our education client in St Kilda East, you’ll be the first point of contact for staff and student IT needs. You’ll log, triage and resolve routine issues, deliver excellent service to the school community, and escalate complex problems to our Education Operations Lead and broader team. You’ll work within documented processes and use industry-standard MSP tools to deliver consistent, high-quality support in a busy school environment.
Key responsibilities
- Act as the primary, on-site point of contact for staff and student IT issues
- Resolve common incidents including password resets, printer issues, basic network and internet faults, software installs, and email access problems
- Support school-specific platforms and applications, including Microsoft 365 and Synergetic
- Log and manage tickets accurately in Autotask, including clear notes and time entries
- Follow documented workflows and procedures to ensure service consistency across the college
- Escalate unresolved or complex issues to the Operations Lead – Education Team in line with escalation processes
- Maintain and contribute to documentation and knowledge base articles in IT Glue
- Communicate clearly with staff and students, setting realistic expectations around response and resolution times
- Support AV and classroom technology as requireddfdf
About you
You’re approachable, patient, and thrive in a community environment. You’re comfortable supporting non-technical users — from teachers to administration staff — and you understand the importance of following process and representing Step Fwd IT professionally on-site at a school.
You will ideally have:
- 0–2 years’ experience in IT support, service desk, or helpdesk (including internships or placements)
- Certificate III or IV in Information Technology, or equivalent hands-on experience
- Familiarity with Microsoft 365, Windows operating systems, and common business applications
- Exposure to ticketing systems and remote support tools
- A strong customer service mindset and a natural ability to engage with a school community
- Willingness to complete further certifications as part of your development (e.g. MS-900, CompTIA A+)
- A current Working with Children Check (or willingness to obtain one prior to commencement)
Tools you’ll work with
- Autotask (ticketing, time entry and workflows)
- PIA (service desk automation and AI)
- IT Glue (documentation and knowledge base)
- Datto RMM (monitoring and remote access — basic permissions)
What success looks like
- Resolving the majority of issues at first contact, on-site
- Meeting response time and SLA targets for the client
- Maintaining high ticket quality and documentation standards
- Delivering a positive experience for staff and students
- Building trusted relationships with the school community
Why join Step Fwd IT?
- Be part of a dedicated Education Team with a specialist focus on school environments
- On-site role with real variety — no two days are the same in a school
- Supportive team with clear escalation pathways to an experienced Operations Lead
- Structured processes and modern MSP tooling
- Strong focus on learning, development, and progression within the MSP
