Level 3 IT Support Technician - Managed Services Provider (MSP)
IT&C Managed IT Services · Eight Mile Plains, Brisbane QLD ·
- Work mode
- Hybrid
- Category
- Support
- Salary
- AUD 90,000 – 120,000 / year
IT&C Managed IT Services · Eight Mile Plains, Brisbane QLD ·
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Level 3 IT support technician on a Brisbane MSP's service desk, owning client tickets (remote and onsite), resolving escalated issues across Windows, Microsoft 365/Azure, servers, networking, and backup/DR, while mentoring junior techs. Stack includes Microsoft 365, Intune, Defender, ConnectWise PSA, Datto RMM, and Sophos.
Salary: $90,000 – $120,000 per year
Why you should join us!
Professional development - company-funded Microsoft and industry certifications
Ongoing mentoring and support from the leadership team
Great workplace culture and regular team events
Exposure to a wide range of projects and technologies
Work-life balance flexibility (WFH, office, client sites)
Free parking, right outside our office
About IT&C
We are a leading Technology Solutions Provider (TSP) with a national presence.
Our goal is to deliver high-quality technology solutions and foster ongoing partnerships with our customers.
Our offices are located in Sydney, Central Coast, Melbourne, Gold Coast, Brisbane, and Bundaberg.
We are a Microsoft Cloud Solution Provider (CSP) direct partner, Sophos partner, Datto partner and ConnectWise partner.
About the Role
We are looking for experienced L3 IT Support technicians with excellent customer service skills to join our Brisbane (Eight Mile Plains) Service Desk team.
What You’ll Do:
Own Your Day: Shape your schedule around client-facing service desk tickets, both remote and onsite
Lead With Expertise: Resolve complex technical challenges across diverse technologies while maintaining a personal, customer-first approach
Drive Innovation: Play a pivotal role in maintaining our clients' infrastructure and cloud environments, ensuring they are always in the green
Grow With Our Team: Mentor junior team members and be mentored by senior team members
Main Duties & Responsibilities
Deliver exceptional customer service and manage multiple tickets across multiple clients
Provide remote and onsite support for desktop computers, servers, networks, and other IT systems - no two days will ever be the same!
Document all support activities and maintain detailed records of incidents and resolutions
Take escalations from junior technicians and apply your expertise to resolve them
Maintain vendor certifications (e.g. Microsoft, Sophos, Datto - to name a few)
Required Skills/Experience
Recent hands-on experience in a Managed Service Provider (MSP) in a similar role
Strong experience with Windows Desktop Operating Systems and common software applications
Strong experience with Microsoft 365 and Windows Server management
Experience with Microsoft Exchange Online/Intune/Defender management
High-level understanding of Networking Technologies (DHCP/DNS/LAN/VLAN/WLAN/WAN)
Experience with Endpoint Protection and Backup/DR technologies
Strong documentation skills
Ability to communicate technical and non-technical concepts to a wide range of stakeholders
Experience with ConnectWise PSA and Datto RMM preferred, or other PSA/RMM systems
Personal Attributes
A valid driver’s license and your own roadworthy vehicle
Current Microsoft 365/Azure certifications - required
Exceptional communication and proven stakeholder management experience
Exceptional attention to detail and time management skills
Ability to work autonomously and within a team
Eager to continuously grow and improve technical skills
Consistently presentable and punctual
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