Help Desk VOIP Support Tech

About Us: 

Boab IT has exclusively supported Australian law firms with practical, reliable technology solutions for over 12 years. We're a small, high-performing team that values initiative, clear communication and accountability.

We're looking for a Service Desk Technician with strong VoIP phone experience and solid knowledge of Microsoft 365 administration.

We are accepting applications from techs anywhere in Australia as you can work from home, or from our Sydney office. However, you will be required to go onsite for client installations.

Role Overview: 

This role focuses heavily on VoIP phone systems, setting them up, administering and supporting them remotely. Also working with Microsoft 365 Administration and troubleshooting (email and calendar are our main issues).

Key Responsibilities

• Administer and support VoIP systems, including:

• Phone system setup, handset provisioning and remote deployment

• Adds, moves and changes for users and call flows
• Call routing, IVRs, hunt groups and voicemail configuration
• Administration experience with platforms such as 3CX, Yealink, Grandstream, Teams Phone or other hosted PBX systems is a must
• Administer Microsoft 365 environments, including user and licence management, Exchange Online, SharePoint, OneDrive and Teams
• Assist with new client onboarding and documentation
• Work closely with your teammates to ensure a professional and efficient service
• On-site work with client installations and training

This role is ideal for someone with a solid foundation in Microsoft services, good problem-solving skills, and a keen interest in providing exceptional client support.

Mandatory Requirements:

1. A minimum of 12 months working in a Service Desk or MSP
2. Australian driver's license and unencumbered access to a car/van
3. No constraints for travel locally or within Australia
4. Have a dedicated space at home for WFH arrangement
5. Looking for a long-term position to grow with the company

Please DO NOT apply if you do not meet the above mandatory requirements.

Key Responsibilities:

Provide first and escalated support via phone, email, and remote desktop for client issues relating to:

• VoIP phone systems and general telephony queries

• Office 365 (Exchange Online, SharePoint, OneDrive, Teams)

• Microsoft Office Suite (Word, Excel, Outlook, etc.)

• Windows 10 and 11 operating systems

• Networking (Wi-Fi, connectivity troubleshooting)

• Perform routine maintenance tasks such as user account management, password resets, and license assignments.

• Log, track, and document service requests, incidents, and resolutions in the ticketing system (SyncroMSP).

• Discuss and escalate complex issues to senior technicians and developers when required, ensuring proper handover of detailed notes.

• Participate in onsite support, including hardware setup, troubleshooting, and basic network checks.

• Follow Boab IT's processes and best practices for delivering high-quality, customer-focused service.

Skills & Experience:

• Minimum 12 months experience in an IT help desk or desktop support role (MSP experience highly regarded).

Strong working knowledge of:

• VoIP phone systems and advanced telephony queries
• Networking fundamentals: knowledge of IP, LAN/WAN principles, routing, switching, QoS, etc.
• Advanced experience with SIP, codecs, call setup, trunks, PBX systems (whether on-premises or cloud).
• Familiarity with remote troubleshooting, diagnosing voice quality issues (latency, jitter, packet loss).
• Office 365 administration (user management, mailbox configuration)

• Windows 10 and 11 troubleshooting and support

• Microsoft Office Suite support (Word, Excel, Outlook, Teams, etc.)

Desirable:

• Basic knowledge of Intune/Endpoint Manager, security practices, and remote management tools.

• Exposure to Azure Active Directory, Conditional Access, and basic cloud security concepts.

• Printing, scanning, and multifunction device issues

Personal Attributes:

• The ability to clearly articulate technical concepts in plain English via phone to our busy, professional clients

• Excellent time management and organisational skills.

• Team player with a proactive and client-first mindset.

Certifications:

• Microsoft 365 Certified: Fundamentals (MS or better (to be completed within 3 months of employment)

• UEE30420 Certificate III in Data & Voice Communications, ICT60220 Advanced Diploma of Information Technology or similar certifications are well regarded

What We Offer:

• A supportive, team-oriented environment with opportunities for growth.

• Exposure to a wide range of technologies and client environments.

• Ongoing training and professional development opportunities.

• Work from home or in the Sydney Office

• Laptop, mobile SIM, Birthday Lunches, Small Friendly Team.