About Us
We’re a Managed Service Provider (MSP) based in Wollongong, supporting business clients across NSW and interstate. We focus on practical, outcome-driven support — fixing issues proactively and continuously improving customer environments.
The Role
This is a Level 2 role where you’ll take escalations, own outcomes end-to-end, and help uplift client environments across Microsoft 365, endpoints, identity, and core networking through projects. You’ll work across varied environments and technologies, with a team that values quality, customer service, and strong documentation.
What You’ll Be Doing
* Provide Level 2 remote and onsite support across multiple client environments; troubleshoot and resolve issues thoroughly, escalating only when appropriate.
* Administer and support Microsoft 365 (Exchange, SharePoint/OneDrive, Teams) and identity services (Active Directory, Entra ID/Azure AD, hybrid environments).
* Troubleshoot endpoints, operating systems, applications, printers/peripherals, and general business IT issues across Windows and macOS.
* Perform practical network troubleshooting (DNS/DHCP, LAN/WAN/Wi‑Fi) and coordinate with vendors/third parties where required.
* Maintain high-quality ticket notes and documentation in service management and documentation systems.
* Assist with project work as required (migrations, upgrades, security uplift) and contribute to process improvement and standardisation.
* Support continuous improvement by identifying recurring issues and proposing long-term fixes.
What We’re Looking For (Must Have)
* 2+ years experience in an IT support role (MSP experience strongly preferred).
* Strong troubleshooting skills and fundamentals across:
o Windows endpoint support, common business applications, printers/peripherals
o Microsoft 365 administration and identity fundamentals
o Networking basics: TCP/IP, DNS, DHCP, LAN/WAN
o Security implementation & strategies
* Excellent customer communication and a professional, friendly approach (this is a client-facing role).
* NSW Driver Licence and willingness to travel for client visits (NSW + occasional interstate where required).
* Strong organisational skills: you can manage priorities, keep stakeholders informed, and document clearly.
Nice to Have (Highly Regarded)
* Familiarity with MSP tooling (ticketing/PSA, RMM, documentation platforms).
* Windows Server exposure (GPO, file/print, basic server troubleshooting) and virtualisation (Hyper‑V/VMware).
* Backup/DR and security tooling experience (EDR/AV, patching, MFA, conditional access concepts).
* Relevant certifications (Microsoft/CompTIA) or a willingness to work toward them.
What You’ll Get
* Varied work across real-world client environments (Wollongong, NSW + occasional interstate)
* Supportive team culture with high standards for customer service and documentation
* Training/certification support and opportunities to grow into senior support/project work