**Company Description**
**Role Description**
We are seeking an **IT Helpdesk Technician** with at least **3+ years’ MSP experience**. You will be the on‑site and remote support contact for a portfolio of small and medium‑sized clients across Sydney. The role is **full‑time** and based in our Manly office with regular travel to client sites, so a **current driver’s licence and reliable vehicle** are required.
**Primary Functions**
- **Helpdesk Operations**: Provide Level 2 remote and onsite technical support to clients
- **On-Site IT Support** - Visit client sites and provide on-site support and remote hands for senior team members.
- **Incident Management**: Maintain ownership of incidents through to resolution within SLA targets
- **Ticket Management**: Record all incidents, issues, and resolutions in our ticketing system in a timely and detailed manner
- **Customer Communication**: Communicate effectively with stakeholders including clients, internal staff, vendors, and partners
**Technical Duties**
- **Microsoft 365 Administration**: Manage and troubleshoot Microsoft 365 services including Azure Active Directory
- **Cloud Services**: Support Terminal Services and cloud-hosted environments
- **Network Support**: Diagnose network faults and provide networking solutions
- **Hardware Support**: Install, configure, and maintain servers, networking equipment, and IT infrastructure
- **Backup Systems**: Monitor and maintain backup systems and software solutions
**Additional Responsibilities**
- **Documentation**: Maintain accurate IT documentation and asset records
- **Project Work**: Participate in client projects and technology implementations
- **Continuous Learning**: Maintain vendor-aligned technical competencies and certifications
- **Account Support**: Collaborate with Senior Consultants and Account Management staff
- **Billable Hours**: Work towards billable hour targets and generate additional work opportunities
**Essential RequirementsExperience & Qualifications**
- **Minimum 3 years** of IT support experience, preferably with an MSP or similar service provider
- Experience in high-volume, complex external helpdesk environments
- Demonstrated experience servicing clients and providing onsite customer interaction
- Degree in Information Technology or related field (preferred)
**Technical Skills**
- **Microsoft Environments**: Strong knowledge of Windows desktop/server, Active Directory, Exchange, and Microsoft 365
- **Cloud Technologies**: Experience with Azure Active Directory and cloud-based services
- **Networking**: Understanding of network infrastructure from desktop to firewall
- **Troubleshooting**: Excellent remote and telephone-based diagnostic skills
- **Ticketing Systems**: Experience with Halo PSA, or similar ticketing/CRM systems
- **RMM Tools**: Familiarity with Remote Monitoring and Management tools such as Datto RMM
- **3CX & VoIP**: Experience with telephone systems and VoIP technologies
- **Apple Support**: Basic Mac/iOS device support capabilities
**Professional Skills**
- **Communication**: Exceptional written and verbal English communication skills
- **Customer Service**: Passion for delivering outstanding customer service across all channels
- **Problem Solving**: Strong analytical and troubleshooting abilities
- **Time Management**: Excellent organisational skills and ability to manage multiple priorities
- **Attention to Detail**: Meticulous approach to documentation and task completion
- **Independence**: Ability to work autonomously while being an effective team member
**Personal Attributes**
- **Professional Approach**: Confident, trustworthy, and maintains high professional standards
- **Adaptability**: Positive approach to change and continuous learning
- **Work Ethic**: Strong commitment to quality and results
- **Team Player**: Collaborative mindset with ability to support colleagues
- **Self-Motivated**: Proactive and accountable for work quality and outcomes
**Highly Desirable**
- **ITIL Framework**: Understanding of ITIL principles and customer service frameworks
- **Industry Certifications**: Microsoft, CompTIA, or other relevant technical certifications
- **Security Awareness**: Knowledge of current industry trends and cybersecurity best practices
- **Project Experience**: Previous involvement in IT project implementations
- **Vendor Management**: Experience working with technology vendors and suppliers
**What We Offer**
- **Competitive Salary**: Market-competitive remuneration package
- **Professional Development**: Ongoing training, certification support, and career advancement opportunities
- **Technology Exposure**: Hands-on experience with latest technologies and industry-leading solutions
- **Diverse Client Base**: Work across multiple industries and technology environments
- **Team Environment**: Collaborative, supportive, and growth-focused workplace culture
- **Performance Rewards**: Performance-based bonus opportunities
- **Employee Benefits**: S