Company Description
TECHD is a Managed Services Provider (MSP) based in Manly, NSW, delivering end-to-end IT solutions for small to medium businesses locally and internationally. Our core focus is on providing personalized and local customer service, backed by flexible, tailored, and value-driven IT solutions. We aim to be your IT partner, enabling you to focus on running your business efficiently. Check our website for more info -
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
* Desktop & Server Support: Support Windows desktop environments, servers, and applications within Microsoft AD and Exchange environments
* 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: Staff discounts and comprehensive support programs
Working Arrangements
* Schedule: Full-time, Monday to Friday, 8:30am - 5:30pm
* Primary Location: Manly office
* Travel Requirements: Regular travel to client sites across Sydney
* Transport: Must have current NSW driver's license and reliable vehicle
Application Requirements
To be considered for this role, you must have:
* Legal right to work in Australia
* Current NSW driver's license and reliable vehicle
* Ability to commute to Manly office
* Current National Criminal History Check
* Minimum 2 years relevant IT support experience
* Strong references from previous MSP or IT service provider roles
Work Location - Manly NSW - This role requires 100% on-site attendance.
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year
Application Question(s):
* Are you comfortable commuting to TECHD Group's Manly NSW Office for the 100% on-site requirement of this role?
Education:
* Certificate I - IV (Required)
Experience:
* MSP IT: 3 years (Required)
Licence/Certification:
* NSW Police Background Check (Preferred)
Work Authorisation:
* Australia (Required)
Work Location: In person