L1/L2 Managed Services Support Team Member
About the role
Surety IT is seeking an experienced L1/L2 Managed Services Support Team Member to join our growing IT support team. This is a full-time position based in Greenslopes, Queensland. In this role, you will provide essential technical support to our managed services clients, handling both first-level and second-level support responsibilities. You will be instrumental in maintaining the quality of our service delivery and ensuring our clients receive prompt, professional assistance with their IT issues. This position offers the opportunity to develop your technical expertise whilst working with a diverse range of business clients and technologies.
Key responsibilities
Provide first-line and second-line technical support to managed services clients via phone, email and remote access tools
Diagnose and troubleshoot hardware, software and network issues for end-users and systems
Manage and prioritise support tickets using ticketing systems, ensuring timely resolution and customer satisfaction
Document technical issues, solutions and resolutions in a clear and organised manner for knowledge base purposes
Perform routine system maintenance, updates and patching across client environments
Support user access management, including password resets, account provisioning and permission changes
Escalate complex technical issues to senior technical staff or third-party vendors when necessary
Provide remote and on-site support to clients as required
Proactively monitor client systems and alert clients to potential issues before they impact operations
Contribute to the continuous improvement of support processes and documentation
What we're looking for
1+ years of experience in IT support, help desk or managed services environments
Proficiency with Microsoft products
Knowledge of networking fundamentals, including TCP/IP, DNS and DHCP
Experience with remote support tools and remote desktop applications
Familiarity with ticketing and asset management systems
Competency in troubleshooting common hardware issues including printers, monitors and peripherals
Understanding of cloud services.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
Problem-solving mindset with a methodical approach to technical troubleshooting
Ability to work independently and as part of a team in a fast-paced environment
Experience with Microsoft Office 365 and Microsoft Active Directory is advantageous
What we offer
At Surety IT, we invest in our people and their professional development. We offer a competitive salary package, ongoing technical training and certification support to help you advance your career. We provide a supportive workplace culture with opportunities to work alongside experienced IT professionals who are committed to mentoring and supporting team members. Our flexible working environment allows for a healthy work-life balance, and we offer a range of employee benefits designed to support your wellbeing and professional growth.
About us
Surety IT is a leading managed IT services provider committed to delivering reliable, cost-effective IT solutions to businesses across various industries. We pride ourselves on our technical expertise, customer-focused approach and commitment to excellence. Our team of skilled professionals works collaboratively to ensure our clients' IT infrastructure remains secure, stable and optimised to support their business objectives. We foster a culture of continuous learning, innovation and mutual respect, making Surety IT an excellent place to develop your IT career.
Apply now
If you meet the above criteria and are interested in joining the Surety IT team, please submit your resume and a cover letter detailing your relevant experience and why you would be an excellent fit for this role. We look forward to hearing from you.