Why you should join us! Professional development - company-funded Microsoft and industry certifications Ongoing mentoring and support from the leadership team Great workplace culture and regular team events Exposure to a wide range of projects and technologies Work-life balance flexibility (WFH, office, client sites) Free parking, right outside our office About IT&C We are a leading Technology Solutions Provider (TSP) with a national presence. Our goal is to deliver high-quality technology solutions and foster ongoing partnerships with our customers. Our offices are located in Sydney, Central Coast, Melbourne, Gold Coast, Brisbane, and Bundaberg. We are a Microsoft Cloud Solution Provider (CSP) direct partner, Sophos partner, Datto partner and ConnectWise partner. About the Role We are looking for experienced L2 and L3 IT Support technicians with excellent customer service skills to join our Brisbane (Eight Mile Plains) Service Desk team. What You’ll Do : Own Your Day : Shape your schedule around client-facing service desk tickets, both remote and onsite Lead With Expertise : Resolve complex technical challenges across diverse technologies while maintaining a personal, customer-first approach Drive Innovation : Play a pivotal role in maintaining our clients' infrastructure and cloud environments, ensuring they are always in the green Grow With Our Team: Mentor junior team members and be mentored by senior team members Main Duties & Responsibilities Deliver exceptional customer service and manage multiple tickets across multiple clients Provide remote and onsite support for desktop computers, servers, networks, and other IT systems - no two days will ever be the same! Document all support activities and maintain detailed records of incidents and resolutions Take escalations from junior technicians and apply your expertise to resolve them Maintain vendor certifications (e.g. Microsoft, Sophos, Datto - to name a few) Required Skills/Experience Recent hands-on experience in a Managed Service Provider (MSP) in a similar role Strong experience with Windows Desktop Operating Systems and common software applications Strong experience with Microsoft 365 and Windows Server management Experience with Microsoft Exchange Online/Intune/Defender management High-level understanding of Networking Technologies (DHCP/DNS/LAN/VLAN/WLAN/WAN) Experience with Endpoint Protection and Backup/DR technologies Strong documentation skills Ability to communicate technical and non-technical concepts to a wide range of stakeholders Experience with ConnectWise PSA/RMM preferred, or other PSA/RMM systems Personal Attributes A valid driver’s license and your own roadworthy vehicle Current Microsoft 365/Azure certifications - required Exceptional communication and proven stakeholder management experience Exceptional attention to detail and time management skills Ability to work autonomously and within a team Eager to continuously grow and improve technical skills Consistently presentable and punctual