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.