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We are looking for an MSP IT Support Engineer is responsible for providing technical support and solutions to clients of a managed service provider (MSP), solving complex issues, escalating technical problems, and supporting end-user environments across various technologies.
Responsibilities- Provide front-line and escalation technical support for client requests via phone, email, and ticketing systems.
- Troubleshoot advanced issues in Windows Server, network infrastructure (routers, switches, firewalls), and cloud platforms (Azure, AWS, VMware).
- Handle Microsoft 365/Office 365 support, migrations, and administration.
- Manage Active Directory, domain configuration, and group policies.
- Implement and maintain backup/disaster recovery solutions (Veeam, Datto).
- Support security initiatives: firewalls, endpoint protection, MFA, Zero Trust configuration.
- Monitor client infrastructures with system/network management tools and respond proactively to alerts.
- Document technical processes, resolutions, and create end-user guides.
- Mentor junior support engineers and collaborate with cross-functional technical teams.
- Occasionally participate in project delivery, deployments, and upgrades, including after-hours/on-call support as needed.
- 3–5+ years MSP experience supporting diverse environments.
- Deep troubleshooting expertise across Windows Server, Microsoft 365, networking, and virtualization.
- Knowledge of firewalls (Sonicwall, Fortinet, Cisco), VLANs, backup/DR tools, and monitoring systems.
- Familiarity with scripting (PowerShell, Python, Bash) for automation.
- Strong analytical and communication skills, excellent documentation habits, and top-tier customer service focus.
- Ability to multitask, manage priorities, and work independently under pressure.
- Supporting VoIP, fiber ISP solutions, or telecom clients.
- Linux and hybrid-cloud environments.
- Service management (managing SLAs/KPIs, improving support documentation/processes).
- Conscientious, detail-oriented, and accountable.
- Professional appearance and team-oriented attitude.
- Passion for learning, teaching, and delivering excellent client experiences.
This role combines advanced technical troubleshooting, project work, and exemplary client-facing communication, making MSP IT Support Engineers critical to operational success in MSP environments.
What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
