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Helpdesk Support

2 weeks ago

Port Melbourne, Australia The Grid Full time

**About Us**:
We’re a people-first Managed Service Provider (MSP) that believes great IT support starts with great relationships. We’re not just solving technical issues — we’re making our clients feel heard, supported, and confident in their tech.

We’re looking for a Level 1 Helpdesk Technician who’s not just technically capable, but also genuinely enjoys speaking with people, building trust, and being the friendly voice clients rely on.

**Position Overview**:
This isn’t just another helpdesk job. You’ll be the first point of contact, managing incoming support calls and tickets, delivering clear and calm assistance, and resolving Level 1 issues with a smile — even over the phone. This is the perfect role for someone who’s confident on calls, loves helping others, and wants to be part of a tight-knit MSP team that values long-term client relationships.

**Qualifications**:

- Have excellent verbal and written communication skills — clear, patient, and personable
- Enjoy talking to people and genuinely want to help them
- Have experience in a Level 1 IT support or MSP helpdesk role
- Are comfortable with common tech like Windows, Microsoft 365, and remote support tools
- Can manage and prioritise tasks in a fast-paced environment
- Are curious, eager to learn, and a team player
- Bonus: Familiarity with PSA systems like ConnectWise or Autotask

**About You**:

- Logging tickets accurately and updating clients on progress
- Following internal processes and documentation
- Triaging and escalating complex issues to Level 2/3 when necessary
- Contributing to a positive, team-oriented service desk environment

**Why Join Us?**
- Be part of a **tight-knit, collaborative team** that values authenticity and excellence.
- We value relationships — with clients and our team
- **No hard-sell culture** — our clients stay with us because we care.
- Flexibility to balance work and life.
- Supportive environment where your communication skills are appreciated
- Career progression opportunities into Level 2/3 or account management
- Regular team catchups, ongoing training, and a strong internal culture

Pay: $50,000.00 - $85,000.00 per year

**Benefits**:

- Travel reimbursement

Schedule:

- Day shift

Work Authorisation:

- Australia (required)

Work Location: In person