IT Helpdesk Technician

Company Description

TECHD is a Managed Services Provider (MSP) based in Manly, NSW, delivering end-to-end IT solutions for small to medium businesses locally and internationally. Our core focus is on providing personalized and local customer service, backed by flexible, tailored, and value-driven IT solutions. We aim to be your IT partner, enabling you to focus on running your business efficiently. Check our website for more info -

Role Description

We are seeking an IT Helpdesk Technician with at least 3+ years' MSP experience. You will be the on‑site and remote support contact for a portfolio of small and medium‑sized clients across Sydney. The role is full‑time and based in our Manly office with regular travel to client sites, so a current driver's licence and reliable vehicle are required.

Primary Functions

• Helpdesk Operations: Provide Level 2 remote and onsite technical support to clients
• On-Site IT Support - Visit client sites and provide on-site support and remote hands for senior team members.
• Incident Management: Maintain ownership of incidents through to resolution within SLA targets
• Ticket Management: Record all incidents, issues, and resolutions in our ticketing system in a timely and detailed manner
• Customer Communication: Communicate effectively with stakeholders including clients, internal staff, vendors, and partners

Technical Duties

• Desktop & Server Support: Support Windows desktop environments, servers, and applications within Microsoft AD and Exchange environments
• Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 services including Azure Active Directory
• Cloud Services: Support Terminal Services and cloud-hosted environments
• Network Support: Diagnose network faults and provide networking solutions
• Hardware Support: Install, configure, and maintain servers, networking equipment, and IT infrastructure
• Backup Systems: Monitor and maintain backup systems and software solutions

Additional Responsibilities

• Documentation: Maintain accurate IT documentation and asset records
• Project Work: Participate in client projects and technology implementations
• Continuous Learning: Maintain vendor-aligned technical competencies and certifications
• Account Support: Collaborate with Senior Consultants and Account Management staff
• Billable Hours: Work towards billable hour targets and generate additional work opportunities

Essential RequirementsExperience & Qualifications

• Minimum 3 years of IT support experience, preferably with an MSP or similar service provider
• Experience in high-volume, complex external helpdesk environments
• Demonstrated experience servicing clients and providing onsite customer interaction
• Degree in Information Technology or related field (preferred)

Technical Skills

• Microsoft Environments: Strong knowledge of Windows desktop/server, Active Directory, Exchange, and Microsoft 365
• Cloud Technologies: Experience with Azure Active Directory and cloud-based services
• Networking: Understanding of network infrastructure from desktop to firewall
• Troubleshooting: Excellent remote and telephone-based diagnostic skills
• Ticketing Systems: Experience with Halo PSA, or similar ticketing/CRM systems
• RMM Tools: Familiarity with Remote Monitoring and Management tools such as Datto RMM
• 3CX & VoIP: Experience with telephone systems and VoIP technologies
• Apple Support: Basic Mac/iOS device support capabilities

Professional Skills

• Communication: Exceptional written and verbal English communication skills
• Customer Service: Passion for delivering outstanding customer service across all channels
• Problem Solving: Strong analytical and troubleshooting abilities
• Time Management: Excellent organisational skills and ability to manage multiple priorities
• Attention to Detail: Meticulous approach to documentation and task completion
• Independence: Ability to work autonomously while being an effective team member

Personal Attributes

• Professional Approach: Confident, trustworthy, and maintains high professional standards
• Adaptability: Positive approach to change and continuous learning
• Work Ethic: Strong commitment to quality and results
• Team Player: Collaborative mindset with ability to support colleagues
• Self-Motivated: Proactive and accountable for work quality and outcomes

Highly Desirable

• ITIL Framework: Understanding of ITIL principles and customer service frameworks
• Industry Certifications: Microsoft, CompTIA, or other relevant technical certifications
• Security Awareness: Knowledge of current industry trends and cybersecurity best practices
• Project Experience: Previous involvement in IT project implementations
• Vendor Management: Experience working with technology vendors and suppliers

What We Offer

• Competitive Salary: Market-competitive remuneration package
• Professional Development: Ongoing training, certification support, and career advancement opportunities
• Technology Exposure: Hands-on experience with latest technologies and industry-leading solutions
• Diverse Client Base: Work across multiple industries and technology environments
• Team Environment: Collaborative, supportive, and growth-focused workplace culture
• Performance Rewards: Performance-based bonus opportunities
• Employee Benefits: Staff discounts and comprehensive support programs

Working Arrangements

• Schedule: Full-time, Monday to Friday, 8:30am - 5:30pm
• Primary Location: Manly office
• Travel Requirements: Regular travel to client sites across Sydney
• Transport: Must have current NSW driver's license and reliable vehicle

Application Requirements

To be considered for this role, you must have:

• Legal right to work in Australia
• Current NSW driver's license and reliable vehicle
• Ability to commute to Manly office
• Current National Criminal History Check
• Minimum 2 years relevant IT support experience
• Strong references from previous MSP or IT service provider roles

Work Location - Manly NSW - This role requires 100% on-site attendance.

Job Type: Full-time

Pay: $70,000.00 – $80,000.00 per year

Application Question(s):

• Are you comfortable commuting to TECHD Group's Manly NSW Office for the 100% on-site requirement of this role?

Education:

• Certificate I - IV (Required)

Experience:

• MSP IT: 3 years (Required)

Licence/Certification:

• NSW Police Background Check (Preferred)

Work Authorisation:

• Australia (Required)

Work Location: In person