Overview
Beyond the Box is a highly regarded IT service and support company based in Essendon, Victoria. For over 25 years we have provided IT solutions and support to our customers in the education, corporate, government, and consumer sectors. We are currently undertaking a strategic transformation to better serve our customers now and into the future – in particular our Managed Services business unit. Our new chapter builds on our reputation for quality and trust — evolving from products and services to integrated technology services, powered by smarter systems and a focused strategy. Become part of the foundational team as we undertake a strategic transformation of our Managed Services business unit. Genuine, long-term career growth in a foundational role at an incredibly exciting pivot point in our 25-year journey. Be exposed to planning, strategy, customer success, and commercial decision-making. This is a fantastic opportunity to expand your IT skills while working in a supportive, people-first environment. If you're ready to take the next step in your IT career, we'd love to hear from you.
What we are looking for
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.
This is a full-time role working either at our Head Office in Essendon or at selected customer sites.
The right candidate is...
Friendly and professional: Keen to build strong relationships, work on building career long skills – and have fun doing it!
A Collaborative Problem-Solver: You are equally comfortable working with your fellow teammates and customers to proactively solve problems.
Career Next Step: You are ready to join a foundational team to be part of the long-term success of a growing, highly regarded IT firm.
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
* Friendly, professional attitude – a helpful team player
* Helpdesk or IT support background with excellent troubleshooting skills
* 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
Employment Requirements
* Current unrestricted Australian Driver's License
* Able to provide police check and obtain a Working with Children Check
Beyond the Box is Melbourne's trusted Apple Solution Specialist and Authorised Service Provider. With over 25 years' experience, we deliver end-to-end technology solutions for businesses of all sizes—from Apple hardware supply and fleet management to secure networks, cloud, and IT support. We back this with one of Australia's largest Apple service workshops and a team of expert engineers to help organisations streamline operations and get the most from their technology.
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