IT Support Technician

Permanent full time position

NOT Remote – based in our Cairns City office

38 hours per week

Salary commensurate with skills and experience ($70-$100k)

Are you looking for a new challenge and to step up your career? Then we want to talk to you!

Ignite Solutions is a boutique IT Managed Services Provider and Consulting firm based in Cairns, servicing a bunch of absolutely awesome clients both locally and across Australia. We’re looking for a relatively senior tech to join the team and help shape the next stage of our business growth. As a small team, you’ll have direct input into the future pathways of the firm, and an opportunity to take on more responsibility as you grow into the role.

About the role:

We’re looking for a Level 2 or Level 3 tech who has experience working in an MSP environment, servicing multiple clients on both an onsite and remote basis. This is a front-line role – you’ll be answering the phone as well as solving complex technical problems – everything from troubleshooting misbehaving printers to complex project rollouts and customer onboardings.

The upside of joining a small, growing team is that you’ll have direct input into the future projects and direction of the firm. The downside is that you’ll need to chip in on everything. This is not a role where you can expect to come into work and hide away in an office all day – we’re all hands-on here.

The ideal candidate will have:

5-10+ years’ experience in the industry

A Bachelor’s degree (or higher) in an IT discipline, or equivalent industry certifications and experience

Will be proficient in the breadth of Microsoft desktop and cloud environments (Windows 11, Office & Teams, MS365, Entra, InTune, etc).

Be confident in troubleshooting IT problems, with a working knowledge of devices and apps, networks and all the other building blocks of an IT environment.

Familiarity with MSP tools such as PSA, RMM and Documentation tools is essential, and you’ll score bonus points if you have experience with specific tech such as

Autotask,

DattoRMM,

ITGlue,

Lighthouse,

Powershell,

Teams Voice,

Huntress ITDR & EDR,

ThreatLocker,

Meraki and Unifi networking equipment

An eye for quality and impeccable customer service

Exceptional interpersonal communication and fluent English are critical, as you will be directly engaging with both the internal Ignite team, third parties, and, obviously, customer staff.

The ability to manage your work, your projects and your time. We do not micromanage our team, but you will have clear goals and an expectation that you will achieve them on time and in full.

An appreciation for comprehensive documentation that is of high quality. Updating and creating documentation of client SOPs and as-built documentation enables us to consistently deliver for our customers and our colleagues.

You will need an open license and a reliable car as there is a component of onsite work. Regional and interstate travel is also required at times, either for customer work, training purposes or engaging in the overall IT Community (DattoCon, vendor events, etc). As with any IT role, there’s always a small amount of work that needs to be done out of normal business hours, which we minimise where possible and manage on an as-needed basis.

This role is based in our Cairns office at The Pier – it’s a great location with a fantastic work/life balance. If you are after a full-time remote/work-from-home position, this is not for you unfortunately. We’re building an awesome corporate culture, and part of that is having the whole team together in HQ to share insights, knowledge and bad jokes.

Being based in Cairns gives us an enviable work/life balance. If you’re currently living somewhere and you're sick of the dreary winter cold and the boring, long commute, this may just be the opportunity for you. With easy access to the rainforest or the reef, and good connectivity with an international airport, the Cairns region has a lot to offer for either the seasoned adventurer or a young family.