Senior IT Technical Support Specialist

Who Are We?

Incito delivers high-quality, tailored IT Managed Services and Consultancy to a national client base. We specialise in supporting mid-market organisations with complex environments, where reliability, security, and performance are critical.

Our team combines deep technical expertise with a pragmatic, customer-first mindset. We don’t just resolve issues — we take ownership, provide advice, and deliver outcomes that make a measurable difference to our clients.

We’re now looking for an experienced Senior IT Technical Specialist to join our Springfield Lakes head office, working across both internal operations and client environments.

This is a senior, client-facing role with a strong mix of escalations, solution delivery, and technical leadership.

A valid driver’s licence and access to your own vehicle are essential.

Who Are We Looking For?

This position sits at the top of our technical support function. You will take ownership of complex issues, lead resolution efforts, and act as a trusted technical advisor to both clients and internal teams.

Escalation Ownership
Take full responsibility for L3 escalations across infrastructure, networking and Microsoft environments, driving issues through to resolution.

Technical Leadership
Provide guidance and mentoring to L1 and L2 engineers, lifting overall team capability.

Client Advisory
Engage directly with clients to provide technical advice, recommendations, and proactive improvements.

Systems & Infrastructure
Design, deploy, and support solutions across servers, cloud platforms, networks, and end-user environments.

Proactive Improvement
Identify recurring issues, technical debt, and optimisation opportunities — and drive remediation initiatives.

Why You?

We’re looking for a highly capable, accountable engineer who is comfortable operating autonomously and representing Incito at a senior level.

Core Experience

• Extensive experience in a Level 3 / senior IT support or engineering role

• Strong background in managed services environments (MSP experience highly regarded)

• Proven ability to handle complex, multi-system issues end-to-end

Technical Expertise

• Microsoft ecosystem (Windows, M365, Active Directory, Azure)

• Networking fundamentals (routing, switching, VPNs, firewalls)

• Server infrastructure and virtualisation platforms

• End-user compute, hardware, and peripheral environments

Delivery Capability

• Strong troubleshooting and root cause analysis skills

• Experience implementing and supporting infrastructure solutions

• Ability to prioritise, manage workload, and deliver under pressure

Communication & Presence

• Excellent written and verbal communication skills

• Confident in client-facing situations, including on-site engagement

• Professional presentation and strong personal accountability

Mindset

• Proactive, solutions-focused, “can do” attitude

• High attention to detail and pride in work

• Strong team contributor who can also operate independently
  

Why Incito?

You’ll be joining a growing, high-performing MSP working with established mid-market clients across a wide range of industries.

We offer:

• Competitive salary aligned to senior capability

• Exposure to complex and varied technical environments

• A structured training and certification pathway tied to career progression

• The opportunity to contribute beyond support — including architecture, optimisation, and client strategy

• A team environment that values ownership, accountability, and continuous improvement