About our client
Our client is a highly regarded boutique Managed Services Provider (MSP), known for delivering tailored IT solutions exclusively to business clients. With a strong focus on personalised service and technical excellence, they support a wide variety of industries across Perth. Their team of experts take pride in offering proactive, solution-driven services—leveraging both traditional on-premises systems and cutting-edge cloud platforms. With an increasing demand for senior technical expertise, they are seeking a Senior Helpdesk Officer to join their tight-knit and client-focused team.
About the role
As a Senior Helpdesk Officer, you will act as a crucial escalation point within the support team and play a key role in maintaining the performance and stability of client IT environments. Reporting to the Technical Services Manager and working closely with other Level 3 technicians, you'll manage complex support issues, guide junior technicians, and deliver bespoke IT solutions aligned with business needs. This is an excellent opportunity for a seasoned professional looking to contribute to technical leadership and client satisfaction in a fast-paced MSP environment.
What we need from you:
* Lead the resolution of complex technical issues escalated from Level 1 and Level 2 teams.
* Troubleshoot advanced hardware, software, networking, and cloud issues.
* Maintain and administer client infrastructures including servers, networks, and hybrid environments.
* Manage Microsoft 365 and Azure deployments, including Defender and Autopilot.
* Participate in and lead IT project work including VOIP, onboarding, and backup systems.
* Serve as an escalation point for critical systems and support rotations.
* Mentor and support junior technicians to foster team growth and capability.
What you'll bring:
* Minimum 5 years' experience in IT support, including 2+ years in a Level 3 or senior role.
* Deep understanding of Windows Server, Active Directory, Group Policy, and network protocols.
* Expertise in Microsoft 365, Azure, and cloud-based system administration.
* Proficiency in virtualization platforms such as VMware, Hyper-V, or Proxmox.
* Strong communication skills and a client-centric approach to support and solutions.
* Relevant industry certifications (e.g., Microsoft, CompTIA, ITIL) highly regarded.
* Previous experience in an MSP environment (desirable but not essential).
What are the benefits:
* Work in a flexible, boutique MSP with a focus on quality over quantity.
* Join a collaborative and technically strong team with ongoing upskilling opportunities.
* Exposure to a wide range of technologies and industries.
* Opportunity to lead projects and implement innovative IT solutions.
* On-call responsibilities shared in rotation—reasonable and well-supported.
* A values-driven team culture that promotes autonomy and growth.
* Convenient inner Perth location with excellent office facilities.
If you would like a confidential discussion, please call us on 08 6285 1852 to speak further. Due to an expected large volume of applicants only shortlisted candidates may be contacted – but we will endeavour to provide feedback to every candidate when possible. If your skillset does not meet at least 80% of requirements, you will not be shortlised.
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Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years' experience do you have as an Information Technology Support Role? What's your expected annual base salary? Select which of the following you have minimum 1 year experience in
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