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.