Overview
IT Support Technician – Help Desk Specialist
Essendon, Melbourne | Full-time | Family-Owned IT Company
Beyond the Box is a proudly family-owned and operated IT service and support company based in Essendon, Victoria. With over 25 years of experience, we provide IT solutions and support across education, corporate, government, and consumer sectors.
We're looking for an IT Support Technician with strong customer service skills and hands-on IT support experience to join our growing helpdesk and onsite support team. In this role, you'll support schools and businesses as part of our managed services offering. You'll be troubleshooting, implementing solutions, and working on varied infrastructure—making every day different, fast-paced, and rewarding.
What you'll do
- Provide remote and phone support via our helpdesk
- Deliver onsite support for schools and corporate clients
- Monitor security, backup and health check alerts, and assist with proactive management and monitoring of customer technologies
- Set up and configure new hardware, computers and mobile devices
- Triage & document more complex technical issues and work to escalate as required
- Gain exposure and experience with a wide range of technology
- Assist with IT projects, quotes, and implementations
- Accurately document your work and communicate with customers
What you'll bring
- Helpdesk or IT support background with excellent troubleshooting skills
- Minimum 1-2 years of helpdesk or IT support experience required
- Experience supporting Apple, Microsoft, and Chrome environments
- Strong customer service mindset and ability to communicate clearly to users with varying levels of technical expertise
- Experience supporting users with MDMs such as Jamf, Mosyle, or Intune (preferred)
- Knowledge of networking technologies (wireless, switches, firewall, VLANs) and core services (DHCP, DNS, Authentication, VPN)
- Intermediate understanding of networking concepts and technologies required
- Familiarity with cloud services and identity platforms (Google Workspace, Microsoft 365 & Entra)
- Knowledge of and hands-on experience in Windows server technologies such as Active Directory, Group Policy, RDS & Hyper-V (preferred)
- Experience supporting print and imaging systems such as Papercut (preferred)
- The ability to work both independently and collaboratively in a team environment
Requirements
- Australian residency or valid working rights
- Current unrestricted Australian Driver's License
- Able to obtain a Working with Children Check
This is a full time role working either at our Head Office in Essendon or at selected customer sites Monday to Friday.
This is a fantastic opportunity to expand your IT skills while working in a supportive, people-first environment where no two days are the same.
If you're ready to take the next step in your IT career, we'd love to hear from you.
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