Service Desk Technician | Level 1 or Level 2
Connected Platforms · Fortitude Valley, Brisbane QLD ·
- Work mode
- Onsite
- Employment
- Full time
- Category
- Support
Salary: $65,000 – $85,000 per year
Good service desk work is not just about closing tickets. It is about making people feel looked after, solving problems properly and leaving the client’s environment better than you found it.
Connected Platforms is growing, and we are looking for a Service Desk Technician to join our team as either a:
Level 1 Triage Technician, or
Level 2 Escalation Technician
Whether you are ready to grow beyond Level 1 or already handling complex escalations, we want to hear from you.
About Connected Platforms
Connected Platforms is a growing Managed Service Provider based in Fortitude Valley.
We help Brisbane businesses achieve secure, reliable and consistent results from their technology. Our clients, who we call Connectees, operate on an aligned, Microsoft-focused stack, meaning less outdated technology and more time solving meaningful problems.
Our values guide how we work:
We Are Connected – To each other and our Connectees
Happy to Help – Nothing is a burden
We Solve Problems – It is what we do
Future Focused – We embrace innovation, AI and automation
Growing Together – We elevate ourselves and others
About the Role
You will provide day-to-day technical support by phone, email, remote support and occasional onsite visits.
Your responsibilities will include:
Troubleshooting Microsoft 365, Windows, endpoint, networking and application issues
Managing users, permissions, devices and software
Owning tickets through to resolution or escalating them with clear documentation
Identifying major incidents and recurring problems
Maintaining accurate technical and client documentation
Contributing to proactive maintenance and improvement work
Keeping Connectees informed throughout the support process
Working with our service, projects, cybersecurity and account management teams
Level 1 Triage Technician
Your focus will be first response, accurate triage and resolving common technical issues quickly and correctly.
This role may suit someone with six months or more of MSP or relevant IT support experience.
You may be responsible for:
Initial diagnosis and troubleshooting
Microsoft 365 and Windows support
User accounts, passwords and permissions
Workstation, printer and software issues
New user, hardware and software requests
Monitoring alerts and proactive maintenance
Identifying and documenting issues for escalation
Level 2 Escalation Technician
You will own more complex escalations across cloud platforms, infrastructure, networking, major incidents and advanced endpoint issues.
This role may suit someone with two or more years of MSP experience.
You may be responsible for:
Advanced technical escalations
Microsoft 365, Azure and cloud infrastructure
Windows Server and networking support
Major incident management
Escalated remote and onsite support
Project and onboarding assistance
Root-cause investigation and permanent solutions
Supporting and upskilling Level 1 technicians
Who We Are Looking For
We are looking for someone who:
Genuinely enjoys helping people
Is comfortable speaking with clients
Takes ownership and follows issues through
Troubleshoots methodically and gets the basics right
Communicates clearly and keeps people updated
Documents what they find and change
Is proactive, curious and open to feedback
Looks for long-term solutions
Wants to use automation and AI responsibly
Contributes positively to the team
Microsoft certifications, a Certificate IV or Diploma in IT, and experience with Azure or networking are highly regarded but not mandatory.
Our Technology Stack
Experience with any of the following is beneficial:
Microsoft 365 and Azure
Microsoft Defender
Windows desktop and server
ConnectWise Manage and Control
Datto RMM
IT Glue
Ubiquiti networking
WatchGuard firewalls
3CX phone systems
You do not need to know everything on day one. You do need to be willing to learn.
Why Join Connected Platforms?
Monthly RDO
Gym membership support
Monthly team-building events
Snacks, fruit and drinks provided to fuel your work days
Customer satisfaction incentives
Professional development incentives
Company laptop
Hybrid work opportunities
Aligned client technology stack
Clear career progression
A team investing in better systems, automation and AI