Role Overview
An opportunity exists for an experienced Onsite Support Engineer to join a growing Service Team supporting a range of external clients across the ACT region.
This role focuses on delivering face-to-face technical support, resolving incidents on-site, and serving as a key escalation point for site-based issues. You’ll play a critical role in ensuring service quality, SLA performance, and a strong customer experience.
This is a hands-on position combining onsite client support with broader service operations responsibilities when not in the field.
What you’ll be doing
* Provide on-site Level 1–2 technical support across infrastructure, network, and application environments
* Act as a primary escalation point for client site issues
* Diagnose and resolve incidents and service requests within agreed SLAs
* Provide clear communication and updates to clients during and after site visits
* Attend scheduled client sites and coordinate onsite support requirements
* Escalate more complex technical issues to senior technical resources when required
* Accurately document work performed and update service records in ticketing systems
* Support service operations activity when not on-site, including ticket management and preparation for upcoming visits
* Identify opportunities to improve service delivery and operational efficiency
* Assist and support junior team members when required
* Ensure compliance with security and client site requirements
* Participate in an on-call roster where applicable
About the environment
* Newly defined onsite support function within a service delivery team
* Mix of client site work and office-based operational support
* Regular scheduled site visits across multiple client locations
* Company vehicle provided for work-related travel (shared fleet model)
* When not on-site, you will be based in the office supporting service operations activity
* Limited flexibility for remote work, typically available post-probation
What we’re looking for
* 2+ years’ experience in an MSP or on-site IT support environment
* Strong capability across Level 1–2 infrastructure and network support
* Experience supporting Windows environments, networking, and cloud-based services
* Familiarity with common enterprise IT environments (Active Directory, M365, Azure, etc.)
* Experience working with ticketing systems/service management tools
* Strong client-facing communication skills and professional presence on-site
* Ability to prioritise and manage competing workloads in a fast-paced environment
* Comfortable escalating when required while maintaining ownership of issues
Desirable experience
* Networking technologies (Cisco, Fortinet, Aruba, Ubiquiti, WatchGuard)
* Microsoft ecosystem (Windows Server, Active Directory, Microsoft 365, Azure)
* Endpoint and security tools (Defender, Sophos, MDM solutions, vulnerability tools)
* Voice/telephony systems (Teams Voice, SIP, 3CX)
* Virtualisation and backup environments (VMware, Veeam, Nutanix, Synology)
* ITIL awareness or certification
Why this role?
This is a strong opportunity for someone who enjoys being out in the field, working directly with clients, and solving technical problems hands-on.
The role offers exposure across a wide range of technologies and environments, with the ability to grow within a service team that is scaling onsite support capability across the region.
#SCR-ryley-ladhams