Join Professional IT as a Level 2 Support Technician and play a key role in delivering exceptional managed IT services across various sectors. With nearly 20 years of industry experience, we specialize in supporting sectors such as healthcare, accounting, legal, and small businesses. As we rapidly expand into cloud services, we’re guiding new and existing clients from traditional in-house solutions to innovative cloud platforms.

This full-time role is based in our vibrant Sydney office in Kingsgrove, with flexible working arrangements available for the ideal candidate. As a vital member of our dynamic operations team, you'll deliver top-notch service to our valued customers.

This position offers exciting opportunities to expand your skills and fast-track your career into senior and management roles within our growing company.

Your Key responsibilities:

• Provide 1st and 2nd-level technical support across our customer's IT systems.
• Communicate effectively with customers to understand and resolve their issues, ensuring clear solutions and follow-up to confirm satisfaction.
• Assist and manage 3rd party vendor support on behalf of our customers.
• Work closely with your service team members to offer support and guidance, escalating unresolved or high-priority issues.
• Systems administration and maintenance where needed.
• Occasionally assist in on-site call-outs and project-based work.
• Provide on-call support as needed.
• Use Connectwise Manage to log and manage service incidents and requests.
• Use our RMM tools to support and maintain customer endpoints.
• Use ITglue to develop and maintain documentation and knowledgebase articles.

The Must Haves:

Minimum of three (3) years experience in technical support within a managed services environment.

Demonstrated experience in:

• Microsoft Windows OS platforms, including current desktop and server versions.
• Microsoft 365 and Azure services.
• Remote Desktop/Terminal Server/Virtual Desktop environments.
• Desktop peripherals and printers.
• Active Directory.
• Network Switching, Router, Wireless, Firewall and VPN technologies
• 3CX Phone system

The Desirables:

• Experience supporting and administering IT solutions in the healthcare industry
• Experience supporting LAN, NBN, and enterprise-based WAN and internet connectivity
• Experience in MSP tools and services from Connectwise and Kaseya
• Vendor experience with Apple, Cisco, Dell, HP, Sophos Firewalls, Trend Micro, Ubiquiti and Veeam.

Qualifications and Accreditations:

• Australian citizen or Permanent Resident or entitled to reside and work in Australia.
• Driver’s license.
• Relevant industry or university/tertiary qualification is desired.
• Certification in IT service management or IT support is desired
• Certification in Azure and Microsoft 365 cloud services is desired.
• Certification in 3CX, Ubiquiti, Sophos or a similar vendor is desired.

The Successful candidate will have:

• Passion for IT and helping others.
• Strong interpersonal and communication skills, verbal, written and presentation.
• Strong Attention to detail and analytical mindset.
• Team player, ready to assist our business grow.
• Fast learner with minimal supervision.
• Time aware and the ability to escalate issues.
• Punctual.