Level 1 or 2 Service Desk Technician (1-2yrs MSP experience)

About Connected Platforms

Connected Platforms is a growing Managed Service Provider based in Fortitude Valley.

We help Brisbane businesses achieve secure, reliable and consistent results from their technology. Our clients, who we call Connectees, operate on an aligned, Microsoft-focused stack, meaning less outdated technology and more time solving meaningful problems.

Our values guide how we work:

• We Are Connected – To each other and our Connectees

• Happy to Help – Nothing is a burden

• We Solve Problems – It is what we do

• Future Focused – We embrace innovation, AI and automation

• Growing Together – We elevate ourselves and others

What’s on Offer

• Working hours of 8:00am to 5:00pm (1hr lunch break) and 1 RDO per month !!

• You’ll be welcomed into a close-knit TEAM of friendly, genuine people with a GREAT culture and morale – Monthly team building events.

• Lots of extra benefits such as a Customer Satisfaction Rewards Program, Gym Membership and exceptional on-site facilities (Fortitude Valley Office).

• Company laptop

• A team investing in better systems, automation and AI

• Salary will be offered dependant on qualifications and experience.

• A challenging role where you are always learning and Career Progression is not only supported but encouraged!

About the Role

Your focus will be first response, accurate triage and resolving common technical issues quickly and correctly via phone, email, remote support and occasional onsite visits.

Responsibilities may include:

• First responder to client requests via phone and email

• Initial diagnosis and troubleshooting

• Support and troubleshooting Microsoft 365, Windows, endpoint, networking and application issues

• User accounts, passwords, permissions, devices and software

• Workstation, printer and software issues

• New user, hardware and software requests

• Monitoring alerts and proactive maintenance Owning tickets through to resolution or escalating them with clear documentation

• Identifying and documenting issues for escalation

• Keeping Connectees informed throughout the support process

• Working with our service, projects, cybersecurity and account management teams

Who We Are Looking For

We are looking for someone who:

• Enjoys helping people

• Is comfortable speaking with clients

• Takes ownership and follows issues through

• Troubleshoots methodically and gets the basics right

• Communicates clearly and keeps people updated

• Documents what they find and change

• Is proactive, curious and open to feedback

• Looks for long-term solutions

• Wants to use automation and AI responsibly

• Contributes positively to the team

Microsoft certifications, a Certificate IV, Diploma or Bachelor in IT, and experience with Azure or networking are highly regarded but not mandatory.

Our Technology Stack

Experience with any of the following is beneficial:

• Microsoft 365 and Azure

• Microsoft Defender

• Windows desktop and server

• ConnectWise Manage and Control

• Datto RMM

• IT Glue

• Ubiquiti networking

• WatchGuard firewalls

• 3CX phone systems

You do not need to know everything on day one. You do need to be willing to learn.

Want to join the Connected Platforms team?

If you are ready to build your CAREER with an organisation that prides itself on intimacy with its customers and building a strong team, then send your application in now!

Applicants are asked to provide a current resume along with details/ evidence to support the above requirements of the role.