Senior Service Desk / Onsite Engineer (MSP)
HybridSydney, New South Wales, Australia
Job Summary
Provide technical support to a wide range of businesses via chat, phone, email, and portal, handling requests for computers, devices, operating systems, Microsoft 365, identity management, security products, Teams, and Teams Phone. Deliver support through a mix of remote and onsite visits at client sites, including delivery of broader services such as changes and projects. Manage endpoints via Autopilot and Intune while supporting Outlook, SharePoint, and EntraID for access control. Work collaboratively to ensure clients use technology to enable success rather than just closing tickets. Majority of time is based onsite at client sites in the Sydney CBD or Eastern suburbs, with some flexibility to work from home.
Required Qualifications
- 2 years' experience in similar roles
- Good technical skills
- Windows 11
- Management of endpoints, including deployment via Autopilot and management via Intune
- Support for M365 applications and services including Outlook, Teams, SharePoint, OneDrive for Business and office productivity tools
- EntraID for identity and access management including MFA and conditional access
- Cyber security tools
- Australian driver's licence
- Australian Citizen/Permanent Resident
- Agree to complete a Criminal History Clearance Check and a security background check
- Must be able to lift 50 lbs
Desired Qualifications
- Experience at another MSP
- Teams Phone and meeting room technologies
- Supporting clients with AI tools
- Some/all of our technology stack, including HaloPSA, NinjaRMM, Rewst and ITGlue
- Recognised certifications form an important part of our commitment to professional excellence and client confidence
- Applicants are expected to hold relevant Microsoft Certifications
- Should you not currently hold the M365 Certified Endpoint Administrator Associate (MD-102) certification, we would anticipate its completion within the first four months of employment
- Outstanding verbal and written communication skills
- A passion for customer service with a high degree of patience and empathy
- An excellent understanding of service desk processes
- Solid problem solving and critical thinking skills
- Excellent time management skills
- Ability to work collaboratively as part of a team or on your own
- Reliability and dependability, taking ownership of anything that comes your way
- Commitment to ongoing professional development and training
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