About Us

Do you enjoy working in a professional and collaborative environment?

Do you have a passion for technology?

Do you take pride in providing outstanding customer service?

We are an IT managed service provider specialising in technology solutions and support for SME’s based in Sydney. This includes traditional IT as well as cloud, mobility solutions, security and business automation which offers a broad range of IT work across small to medium sized businesses.

Position Overview

Our business is expanding, and we now require a highly skilled Level 3 Technical Support / Team Leader to join our team. Your experience will include at least 2 years Level 3 IT Help Desk / Team Leader experience with at least seven years in IT.

If this sounds like you then read on….

Key Responsibilities

Technical Leadership & Support

Provide comprehensive IT support to small and medium businesses, understanding their priorities and business needs

Lead and mentor a small, cohesive technical team to deliver excellent service

Facilitate team meetings

Manage ticket allocation and efficient team performance

Support the team with coaching, development, training and performance evaluation

Troubleshoot and resolve complex technical issues both remotely and on-site

Manage and maintain client networks, servers, workstations, and cloud environments

Implement and maintain robust cyber security measures across client environments

Project Management

Plan and execute technology implementation projects from inception to completion

Develop project timelines, resource allocations, and budgets

Communicate project status to stakeholders and manage expectations effectively

Identify potential risks and develop mitigation strategies

Client Relationship Management

Build and maintain strong relationships with clients at all levels

Conduct regular service reviews with clients to ensure satisfaction

Identify opportunities for service improvements and additional solutions

Serve as the escalation point for complex technical issues or client concerns

Technical Systems Management

Administer and support Microsoft environments including Windows 11, Windows Server, and virtualization solutions

Manage Microsoft 365 deployments, configurations, and security settings

Design and implement efficient device onboarding processes using Microsoft Intune, creating and maintaining PowerShell scripts to automate deployment, configuration, and monitoring of endpoints

Implement and maintain cloud hosting solutions

Design and execute disaster recovery plans and backup strategies

Support diverse hardware including servers, PCs, Macs, iOS, and Android devices

Configure and manage Mobile Device Management (MDM) solutions

Design, implement, and troubleshoot networks including Firewalls, networks with VLANs and mesh WIFI

Utilise RMM (Remote Monitoring and Management) tools to proactively support clients

Operational Excellence

Implements and maintains standards and processes for accurately logging time, notes, and tasks within tickets to ensure precise client billing, effective resource utilisation, and optimal service delivery

Provide quotes, research & recommendations to complete proposals

Evaluate technology vendors and solutions for client needs

Maintain relationships with key technology partners and vendors

Qualifications & Experience

Technical Skills

7+ years of experience in IT support and services, preferably in an MSP environment

Strong knowledge of Microsoft server and desktop operating systems

Hands-on experience with Microsoft 365 administration and security

Practical understanding of network infrastructure and security concepts

Familiarity with cloud technologies and migration strategies

Working knowledge of IT security best practices and frameworks

Experience with RMM tools and remote support methodologies

Personal Attributes

Customer-Focused: Dedicated to providing exceptional customer service with a consultative approach

Leadership: Ability to lead by example, inspire team members, and foster a collaborative environment

Problem-Solver: Strong analytical skills with a solution-oriented mindset

Self-Motivated: Comfortable working independently with minimal supervision

Detail-Oriented: Demonstrates high attention to detail and commitment to quality

Adaptable: Thrives in a fast-paced environment with changing priorities

Communication: Excellent written and verbal communication skills with the ability to translate technical concepts for non-technical audiences

Time Management: Highly organized with the ability to prioritize competing demands

Professional: Maintains a professional demeanour and appearance when representing the company

Continuous Learner: Enthusiastic about technology with a commitment to ongoing professional development

What We Offer

This is a great opportunity to develop your career with a successful business and receive an attractive salary package for the right candidate. For this role your own car and current driver's licence is required. You will be required as times to travel around Sydney visiting client sites. You are Australian citizen or have the relevant permits to work in Australia. And can produce a current police check.

How to Apply

Do you believe you are the right candidate for this role? Then we want to hear from you.

Please provide a detailed cover letter with an updated resume a proven track record along with checkable references - apply online TODAY!