IT Service Desk Support MSP

Unitech is the leading provider of Information, Communication & Technology (ICT) solutions to the SME & Corporate markets in the Wollongong region.

With over 35 years in the industry, we are seeking a dynamic, enthusiastic and committed I.T. Service Desk Level 1 & 2 professional to join our growing support team.

Reporting directly to the Service Manager, this opportunity will expose the successful candidate to a wide range of products, services & skill sets utilised to deploy Information Technology solutions to a diverse range of clients & industries.

Key Responsibilities (including but not limited to):

• Daily technical & troubleshooting support services via Service Desk ticketing system

• Provide Level 1 & 2 phone, e-mail & remote support services

• Supporting cloud solutions Microsoft 365 and Azure

• Supporting the Service Desk team through escalation support for technical issues

• Management of servers, desktops, laptops & mobile devices

• Management of services, software, anti-virus, backups, and peripheral equipment

• Understanding & updating network topology diagrams & documentation

• Daily communication on issues & resolutions to clients

• Monitoring Service Desk ticket queues and priority levels

• Be part of an on-call roster system

Essential:

• The ability to work under pressure, autonomously & in a team environment

• Be professional, reliable, punctual, organised & well presented

• Must have excellent verbal & written communication skills (fluent in English)

• Must demonstrate exceptional customer service skills

• Formal qualifications and/or combination of demonstrated competency in Helpdesk/Service Desk support systems & procedures, IT Certifications / Degree / Diploma preferred

• High level of drive and integrity; take ownership of incidents and problems through to full resolution

• Must have a current Australian Driver’s Licence & Car

• Must be at least an Australian Permanent Resident with no restrictions

Desirable Attributes:

• Understanding of outsourced & MSP-style support systems and Products

• Experience with Microsoft 365 administration and troubleshooting, Exchange Online, SharePoint, Teams, and Azure Cloud-based deployments

• Experience in Cyber Security Solutions

• Networking and Firewall experience

• Experience with cloud-based phone systems and managed print solutions

• Experience with Microsoft Server Operating Systems, Active Directory, Microsoft Entra ID / Azure AD, and Group Policy

• Understanding of LAN, WAN, Wi-Fi, VPN and internet connectivity network environments

• Experience with Remote Desktop, VMware & Hyper-V environments

• Previous experience with Helpdesk/Service Desk & MSP style businesses

• Exposure to Managed Services support systems or other RMM (eg: ConnectWise)

• 2 + years past experience within the ICT industry

• Strong problem-solving skills, attention to detail & time management skills

• ITIL understanding and/or certifications

Package:

A generous package is offered to the right candidate, depending on the candidate’s individual skills & experience, which will incorporate all industry & legislative requirements.