About the role
We're a fast-growing South Australian cybersecurity and managed services consultancy, supporting businesses that rely on secure, reliable, and well-supported technology. As our client base grows, we're looking for a Senior Helpdesk Technician who thrives on solving problems, mentoring others, and delivering exceptional client experiences.
What you'll be doing
As a Senior Helpdesk Technician, you'll handle complex escalations, support and mentor junior technicians, and work closely with our team lead and cyber teams to ensure clients receive proactive, high-quality service.
This is a hands‐on role for someone who enjoys variety, accountability, and being genuinely valued for their expertise.
Acting as a senior escalation point for Level 2 and Level 3 support issues
Delivering prompt, professional support across phone, email, remote, and onsite channels
Mentoring and supporting junior helpdesk technicians
Assisting with root‐cause analysis and continuous service improvement
Working closely with cyber, cloud, and project teams to support client environments
Contributing to documentation, standards, and best‐practice processes
Building strong, trusted relationships with clients
What we're looking for
Proven experience in a senior IT support or helpdesk role
Strong troubleshooting skills across Microsoft 365, Windows environments, networking, and endpoints
Experience with MSP tools, ticketing systems, and SLAs
A calm, client‐focused approach with excellent communication skills
Confidence mentoring others and leading by example
A genuine interest in cybersecurity and modern IT environments
Relevant certifications (Microsoft, ITIL, CompTIA, etc.) are well regarded
Ready to Apply?
If you're a senior technician who wants more than just closing tickets—and you care about doing IT properly—we'd love to hear from you.
Unlock job insights
Your application will include the following questions:
* How many years' experience do you have as an Information Technology Helpdesk Technician?
* Which of the following statements best describes your right to work in Australia?
* Do you have technical support experience?
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