About our client
Our client is a highly regarded boutique Managed Services Provider (MSP), known for delivering tailored IT solutions exclusively to business clients. With a strong focus on personalised service and technical excellence, they support a wide variety of industries across Perth. Their team of experts take pride in offering proactive, solution-driven services—leveraging both traditional on-premises systems and cutting-edge cloud platforms. With an increasing demand for senior technical expertise, they are seeking a Senior Helpdesk Officer to join their tight-knit and client-focused team.

About the role
As a Senior Helpdesk Officer, you will act as a crucial escalation point within the support team and play a key role in maintaining the performance and stability of client IT environments. Reporting to the Technical Services Manager and working closely with other Level 3 technicians, you’ll manage complex support issues, guide junior technicians, and deliver bespoke IT solutions aligned with business needs. This is an excellent opportunity for a seasoned professional looking to contribute to technical leadership and client satisfaction in a fast-paced MSP environment.

What we need from you:

• Lead the resolution of complex technical issues escalated from Level 1 and Level 2 teams.
• Troubleshoot advanced hardware, software, networking, and cloud issues.
• Maintain and administer client infrastructures including servers, networks, and hybrid environments.
• Manage Microsoft 365 and Azure deployments, including Defender and Autopilot.
• Participate in and lead IT project work including VOIP, onboarding, and backup systems.
• Serve as an escalation point for critical systems and support rotations.
• Mentor and support junior technicians to foster team growth and capability.

What you'll bring:

• Minimum 5 years’ experience in IT support, including 2+ years in a Level 3 or senior role.
• Deep understanding of Windows Server, Active Directory, Group Policy, and network protocols.
• Expertise in Microsoft 365, Azure, and cloud-based system administration.
• Proficiency in virtualization platforms such as VMware, Hyper-V, or Proxmox.
• Strong communication skills and a client-centric approach to support and solutions.
• Relevant industry certifications (e.g., Microsoft, CompTIA, ITIL) highly regarded.
• Previous experience in an MSP environment (desirable but not essential).

What are the benefits:

• Work in a flexible, boutique MSP with a focus on quality over quantity.
• Join a collaborative and technically strong team with ongoing upskilling opportunities.
• Exposure to a wide range of technologies and industries.
• Opportunity to lead projects and implement innovative IT solutions.
• On-call responsibilities shared in rotation—reasonable and well-supported.
• A values-driven team culture that promotes autonomy and growth.
• Convenient inner Perth location with excellent office facilities.

If you would like a confidential discussion, please call us on 08 6285 1852 to speak further. Due to an expected large volume of applicants only shortlisted candidates may be contacted – but we will endeavour to provide feedback to every candidate when possible. If your skillset does not meet at least 80% of requirements, you will not be shortlised.