Senior Service Desk / Onsite Engineer (MSP)

Visits

2d • Hybrid

About The Position

Join a Service Desk where your impact on customers actually matters. Work across real client environments (not repetitive internal IT). Grow your Microsoft 365 and modern workplace skills in a supportive team. At VISITS, you’ll support a diverse range of clients, engage with the latest technologies and grow your skills and career, working with a team that values collaboration, growth and delivering meaningful outcomes - not just closing tickets.

Your Role
As part of the National Service Desk, provide technical support to a wide range of businesses with support requests coming via chat, phone, email and our portal.
Support technologies including computers and devices, operating systems (mostly Microsoft) and applications, Microsoft 365, identity management, security products, Teams and Teams Phone etc.
Deliver support via a mix of remote and onsite support at client sites.
Be involved in the delivery of broader services including changes and projects.

The VISITS' difference
Like many MSPs, we handle incidents and service requests across a broad range of technologies. But at VISITS, our culture goes further — we're passionate about helping clients use technology to enable their success. At the forefront of our culture is considering the human impact of IT services. Incidents represent clients who cannot perform their work (not just something that has broken). New software features are an opportunity for clients to work smarter (not just a new system needing support).

Requirements

• Worked at another MSP, where you've learnt to be adaptable working across multiple client environments.
• At least 2 years’ experience in similar roles (though less experience may be considered if a fast up-and-comer).
• Good technical skills and experience in Windows 11.
• Management of endpoints, including deployment via Autopilot and management via Intune.
• Support for M365 applications and services including Outlook, Teams, SharePoint, OneDrive for Business and office productivity tools.
• EntraID for identity and access management including MFA and conditional access.
• Cyber security tools.
• Outstanding verbal and written communication skills with the confidence to engage all levels of a business.
• A passion for customer service with a high degree of patience and empathy.
• An excellent understanding of service desk processes.
• Solid problem solving and critical thinking skills.
• Excellent time management skills.
• Ability to work collaboratively as part of a team or on your own.
• Reliability and dependability, taking ownership of anything that comes your way.
• Commitment to ongoing professional development and training.
• An Australian driver’s licence.
• Be an Australian Citizen/Permanent Resident.
• Agree to complete a Criminal History Clearance Check and a security background check.

Nice To Haves

• Experience with Teams Phone and meeting room technologies.
• Experience supporting clients with AI tools.
• Experience with some/all of our technology stack, including HaloPSA, NinjaRMM, Rewst and ITGlue.
• Relevant Microsoft Certifications, or actively working towards them.
• M365 Certified Endpoint Administrator Associate (MD-102) certification (expected completion within the first four months of employment).

Responsibilities

• Provide technical support to a wide range of businesses with support requests coming via chat, phone, email and our portal.
• Support technologies including computers and devices, operating systems (mostly Microsoft) and applications, Microsoft 365, identity management, security products, Teams and Teams Phone etc.
• Deliver support via a mix of remote and onsite support at client sites.
• Be involved in the delivery of broader services including changes and projects.

Benefits

• Above average remuneration.
• Personalised professional development plan with opportunities for career progression.
• Access to novated leasing, IT equipment and home NBN at cost price, discounted shopping and movie vouchers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed