IT Support Engineer (Service Desk)
About Steadfast Solutions
Steadfast Solutions is an Australian managed IT services provider (MSP) that businesses of all kinds rely on to keep their technology humming. We support small and medium organisations across many industries, making their IT secure, reliable and refreshingly hassle-free. Our service desk is growing, and we're after an engineer who loves solving problems and looking after people.
About the role
As an IT Support Engineer on our service desk, you'll be the friendly first and second point of contact for our clients, resolving day-to-day IT issues remotely and, when needed, on site. You'll work across Microsoft 365, Windows, networking and security, logging your work in Autotask and documenting as you go in IT Glue. This is a hybrid role based in Melbourne, splitting your time between our office and home.
What you'll be doing
- Responding to and resolving support tickets by phone, email and remote session, meeting our response and resolution SLAs
- Troubleshooting Microsoft 365 (Outlook/Exchange, Teams, SharePoint/OneDrive), Windows desktops and common business apps (Office, Adobe, browsers)
- User administration: password and MFA resets, new account setup, distribution lists and permissions
- Onboarding and offboarding client staff, including mailbox and access changes
- Actioning security items: verifying suspicious and phishing emails, applying firewall and web-filtering changes
- Managing SSL certificate and DNS record renewals
- Supporting backup, patching and monitoring tools (such as N-able) and escalating alerts
- Documenting solutions, procedures and client environments in IT Glue
- Escalating complex issues to senior engineers and following our change-control process
What you'll bring
- Minimum 2 years working on a service desk (IT support or helpdesk) (MSP experience is a big plus)
- Solid working knowledge of Microsoft 365 and Windows environments
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) and core security concepts
- Excellent communication and customer-service skills; you can explain technology simply and stay calm under pressure
- Strong prioritisation and time management across a busy ticket queue
- A methodical, document-as-you-go approach
- Full Australian working rights and a current driver's licence (occasional client site visits)
Microsoft certifications
Required, or willing to obtain within your first few months (we'll support you):
- MS-900: Microsoft 365 Fundamentals
- AZ-900: Microsoft Azure Fundamentals
Desirable, or a growth path we'll help you complete:
- SC-900: Security, Compliance and Identity Fundamentals
- MD-102: Endpoint Administrator
Why join us
- Hybrid working, with a mix of office and home
- A clear, supported path to L2/L3 and further certifications
- Ongoing training and exposure to a broad, modern tech stack
- A supportive, close-knit team in a growing Australian MSP
- Competitive salary of $80,000 - $90,000 + superannuation, based on experience
How to apply
Click apply and send us your resume with a short note on why this role suits you. We review applications as they come in.
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