Client Support Technician – MSP Service Desk

Client Support Technician – MSP Service Desk & On-Site

Why This Role Exists

Fueled by continual growth and an MSP landscape that never sits still, we're on the lookout for a seasoned service-desk tech (minimum 2+ years' experience) who can own their queue, delight clients, and represent IT Sales & Services with polish—whether on the phone or on-site.

About IT Sales & Services

IT Sales and Services is a people-first Managed Service Provider (MSP) – we're a team of passionate tech enthusiasts based in Dural NSW.

"Exceptional customer service" isn't a slogan—it's how we earn long-term partnerships. You'll join a tight, supportive team that values humour, curiosity and proactive problem-solving.

Our mission is to make IT support personable, accessible, and downright enjoyable for our clients.

Role Overview: Are you the kind of person who loves solving tech puzzles and making someone's day better with a friendly chat and a bit of humour?

We're seeking an experienced Client Support Technician who's personality shines through every interaction.

At IT Sales and Services, we believe in hiring for personality and teaching skill – if you've got the right mindset and a knack for customer service, we want to hear from you

Key Responsibilities:

1. Provide IT Support: Engage with clients and internal users to tackle their technical issues with a smile, ensuring prompt and effective solutions.
2. Diagnose and Resolve Issues: Bring your curiosity and problem-solving skills to troubleshoot hardware, software, and network challenges.
3. Manage Support Tickets: Prioritise and manage support tickets through our ticketing platform, always aiming for swift and satisfactory resolutions in line with our Service Level Agreements (SLAs).
4. Install and Maintain IT Systems: Roll up your sleeves to assist with the installation, configuration, and upkeep of IT systems, making sure everything runs smoothly.
5. Customer Service: Deliver top-notch customer service with a friendly and approachable demeanour, whether over the phone, via email, or in-person.
6. On-Site and Remote Support: Be ready to provide both remote and on-site support, always with a positive attitude and a can-do spirit.
7. Collaborate with IT Teams: Work hand-in-hand with other IT teams to solve escalated issues, contributing your insights and expertise.
8. Stay Updated: Keep yourself informed about the latest industry trends and technologies, and share your discoveries with the team.

Skills and Qualifications:

1. Experience: You've got 2+ years experience in a similar role, but more importantly, you have a great attitude and a genuine passion for helping others.
2. Technical Proficiency: You're familiar with Windows operating systems, Microsoft Office Suite, and common IT applications, but you're always eager to learn more.
3. Troubleshooting Skills: You're naturally curious and love diving into the nitty-gritty to solve hardware, software, and network issues.
4. Driver's License: You hold a valid New South Wales driver's license for the duration of employment.
5. Communication Skills: You excel in communication, with a knack for making complex technical issues easy to understand for everyone.

What We Offer:

1. We're a Small business: you're not just a number — you'll be recognised, supported, and given the chance to shape your career and our clients' success.
2. Professional Development: We support your professional growth with opportunities for training and career advancement.
3. Make a Real Impact: Directly help local businesses succeed. Your wins are visible and recognised by both leadership and clients. Do more than just closing tickets.
4. Access to Technology: Work with the latest technologies and tools in a forward-thinking environment.
5. Convenient Location: Work locally in our Dural NSW office.