WebPal is a Melbourne-based Managed IT Service Provider supporting small to medium businesses. Our aim is to take the stress out of technology by delivering reliable, tailored IT solutions that help our clients focus on what matters most. Our friendly team is dedicated to providing seamless support, with an emphasis on cybersecurity, data protection and long-term client success.

As WebPal continues to grow, we are seeking a tech-savvy IT Support Specialist (Level 2) to join the team based out of the Mount Waverly Office, in a full-time capacity working Monday to Friday, 9.00am to 5.00pm. This role is responsible for providing advanced technical support to clients and internal users, which includes resolving escalated helpdesk tickets, participating in project delivery and supporting the Level 1 team.

** Please note, our ideal commencement date is around 28 July 2025.

Benefits of Working with us:

A collaborative and friendly team culture where your ideas and input are valued

Ongoing learning and development – we invest in your technical growth and certifications

Opportunity to make a meaningful impact in a growing business

Travel is compensated

Key Responsibilities:

Act as an escalation point for complex level 1 support tickets via phone, ticketing system and remote support tools

Deliver high-quality technical support across Windows and macOS environments

Participate in internal and client-facing IT projects such as system migrations, deployments and upgrades

Work closely with internal teams for task prioritisation and technical guidance

Provide guidance and technical support to Level 1 technicians

Maintain accurate documentation and ticket notes

Attend client sites on occasion to resolve issues or assist with project delivery, as required

About You:

Minimum of 2 years’ experience in an MSP or similar IT support environment

Proficient in:

Windows and macOS operating systems

Microsoft 365 administration and support

Networking fundamentals (such as DNS, DHCP, routers, switches, firewalls)

Excellent verbal and written communication skills

The ability to work both independently and collaboratively

Strong problem-solving, troubleshooting and time management skills

You have a reliable motor vehicle, valid Australian Driver’s Licence and are willing to travel to client sites around Melbourne, on occasion and where required

Additional experience, that is highly regarded, but not required:

Experience with HaloPSA (ticketing system)

Familiarity with NinjaOne (RMM platform)

Hold relevant certifications (e.g., Microsoft, CompTIA, networking)

Experience in project delivery or leadership

If the above fits your experience and interest, please click apply today!