About Us
Established in 2008, we support small to medium businesses across South East Queensland and Northern NSW, specialising in managed services with a strong focus on the medical industry. We pride ourselves on personalised service, strong client relationships, and reliable outcomes.
We offer a supportive working environment within a growing team of IT professionals. Our office is located on Brisbane's Southside, just minutes from the M1.
The Role
We're seeking a full-time Level 2 Service Desk Technician to join our expanding team. This role suits someone with service desk experience who is ready to step into a Level 2 position, confident handling end-user support, escalations, and more complex technical requests.
You'll provide high-quality technical support across remote support, on-site support, and internal systems while working closely with senior technicians on maintenance and project delivery.
Key Responsibilities
* Provide remote IT support via phone and remote access tools
* Travel to client sites for on-site support as needed throughout the service area
* Manage and resolve escalated service desk tickets
* Maintain strong client relationships through clear, professional communication
* Microsoft 365 administration and user support
* Setup, installation, upgrades, and configuration of new equipment
* Ticket management, accurate time entry, and SLA awareness
* Assist senior technicians with project and maintenance tasks
* Maintain and update technical documentation
About You
Essential:
* 1-2 years' experience in a service desk or technical support role
* Proven ability to take ownership of escalated tickets and drive resolution
* Strong troubleshooting across desktop, applications, and user issues
* Solid working knowledge of Windows 10/11 and Microsoft 365
* Basic networking knowledge (switching, routers, firewalls, Wi-Fi)
* Strong customer service skills and phone manner
* Clear written and verbal communication
* Good time management and ability to work independently when required
* Willingness to follow process and maintain documentation
* Reliability and Punctuality
* Current Australian Driver's Licence
* Australian work rights required for this position
Advantageous:
* MSP experience
* Exposure to Azure, Intune, Entra ID, or Windows Server
* VoIP / IP phone system support or administration
* Relevant IT qualification (Cert IV in IT or equivalent)