About Managed IT

Managed IT is a leading Managed Services Provider (MSP) based in Western Australia, supporting local governments, not-for-profits, and businesses for over 20 years. We help our clients enhance their IT infrastructure, security, and compliance, backed by our ISO 27001 certification and strong commitment to best-practice cybersecurity and digital transformation.

From our new state-of-the-art West Perth office, we’re expanding and looking for the right people to grow with us.

We’ve recently earned:

#14 Best MSP in Australia and #16 in Asia Pacific (Channel Futures MSP 501, 2023)

#402 in the MSP 501 Global Listings (2023)

#41 in the CRN Fast50 (2022), recognised for 50% year-on-year revenue growth

These achievements highlight our position as one of Australia’s fastest-growing ICT companies.

About the Role

As a Managed Services Tier 2 Support Specialist, you’ll be responsible for providing advanced technical support, resolving complex issues, and ensuring seamless service delivery across a wide range of client environments.

We want someone with strong MSP expertise who can step confidently into the role, quickly adapt, and help drive excellence within our fast-paced service desk environment.

You’ll act as an escalation point for Tier 1 analysts and play a key role in troubleshooting, service improvement, and customer satisfaction.

Key Responsibilities

Provide Tier 2 technical support for escalated incidents and service requests

Investigate and resolve complex hardware, software, and network issues

Ensure incidents are tracked and resolved in line with SLAs

Maintain clear, courteous communication with clients throughout issue resolution

Proactively identify recurring problems and contribute to service improvement

Maintain and contribute to a shared knowledge base

Collaborate with internal teams, vendors, and stakeholders

Stay current with new technologies, trends, and best practices

Demonstrate ownership and accountability for service outcomes

Skills & Qualifications

Education & Experience

Bachelor’s degree in IT, Computer Science, or a related field preferred

Certifications such as ITIL, CompTIA A+, Microsoft Certified Professional are advantageous

At least 3 years of service desk experience, including 1+ year at Tier 2 level in an MSP environment

Technical Skills

Expertise in troubleshooting Windows and Mac operating systems, hardware, and network connectivity

Strong understanding of Active Directory, Microsoft 365, and common business applications

Experience with virtualisation platforms, remote desktop services, and mobile device management

Familiarity with tools such as Kaseya's Autotask, Datto RMM, IT Glue, Datto AV/EDR, and RocketCyber

Experience working within ITIL-aligned service management environments

What We’re Looking For

Customer-centric mindset with excellent communication and interpersonal skills

Strong analytical and troubleshooting skills with a focus on continuous improvement

Ability to manage multiple priorities in a dynamic environment

Reliable, professional, and focused on maintaining client confidentiality

Strong work ethic with a willingness to work rotational shifts (evenings/weekends as required)

You must be eligible to work in Australia, hold a valid driver’s licence, and have a reliable vehicle (travel to client sites required; KM reimbursement applies).

Benefits & Perks

Work with a high-performing, supportive team in a fast-growing MSP

Ongoing professional development and certifications

Brand-new office with nearby parking, shops, and public transport access

Competitive salary package

Company laptop and mobile phone provided

How to Apply

If you’re a passionate, technically capable IT professional ready to grow within a high-performing team, we’d love to hear from you.

All applications will be treated with strict confidence

Only shortlisted candidates will be contacted

Recruitment agencies are kindly asked not to apply