Managed Service Desk Engineer

About ASI Solutions

ASI Solutions is an Australian-owned technology partner focused on making lives easier through agile, reliable technology at scale. For nearly 40 years, ASI has supported education, government, and commercial organisations as technology environments have grown more complex and more critical to performance. Our approach is practical and outcomes-led. We take the time to understand what matters to each organisation before designing and delivering right-sized, de-risked solutions across managed services, cloud, security, data and AI, and digital skills. With national capability and local delivery teams, ASI helps customers move forward with clarity and confidence.

What you will be working on

As a Managed Service Desk Engineer, you will deliver timely, effective first-line technical support for our customers across a range of systems and applications. You will own the outcome from the first call to the final ticket note. Success in the role looks like:

• Customer satisfaction: clear, professional communication throughout the support process, and strong customer satisfaction scores
• Service levels: consistently meeting SLA targets on your assigned tickets, with strong first-call resolution
• Technical expertise: resolving end-user issues across Microsoft 365, Windows, desktop hardware, printing, network and access, and escalating appropriately when an issue needs a senior engineer
• Documentation quality: detailed, accurate ticket notes and up-to-date documentation that meet quality standards
• Proactive service: monitoring queues and alerts, supporting maintenance and patching, and suggesting ways to reduce repeat tickets
• Compliance: following ASI’s procedures and client protocols in line with ISO 9001 and ISO 27001, and raising any security, privacy or process concerns
• Team contribution: sharing knowledge, supporting junior engineers, and progressing your own certifications

A bit about you

You are a clear communicator who puts the customer first and keeps people informed, even when the news is that something is still being worked on. You manage your time well, know when to ask for help, and take pride in doing a job properly. You like learning, enjoy sharing what you know, and work well with others.

Essential criteria

• Hands-on experience in a service desk, technical support or similar IT role, ideally in an MSP or multi-client environment
• Excellent verbal and written communication with a customer-first approach
• Confident communicating with customers, vendors and internal stakeholders
• Strong time management, with the ability to juggle competing priorities and escalate when needed
• An analytical mindset, with the ability to collate and interpret data from multiple systems
• A commitment to continuous learning and keeping up with technology trends relevant to the role
• A positive team focus and the ability to support junior engineers when needed
• Good troubleshooting skills across Microsoft 365 apps, Exchange Online, Teams and Windows desktop environments
• Basic understanding of Active Directory, DNS, DHCP and Group Policy, and of networking concepts (OSI model, IP addressing, LAN/WAN)
• Familiarity with patching, endpoint protection and remote support tools
• Ability to document work clearly and consistently in a ticketing system
• Actively working towards relevant industry certifications (e.g. Microsoft 365, Azure Fundamentals, MD-102 / Endpoint Administrator)
• Eligible to obtain required client or security clearances

Desirable criteria

• Vendor certifications (two or more are highly regarded)
• Exposure to virtualisation platforms (e.g. VMware, Hyper-V) and cloud environments such as Microsoft Azure
• Foundational knowledge of Microsoft Intune for device onboarding, configuration or policy application
• Experience using backup and RMM tools (e.g. Datto, Veeam, Acronis)

Why work with us?

• Birthday Leave – Celebrate your special day with a paid day off.
• Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues.
• Tech Product Discounts – Access exclusive savings on a wide range of technology products.
• Paid Parental Leave – Support for growing families with dedicated leave options.
• Flexible Working Arrangements – Balance work and life with hybrid options and flexibility.
• Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways.
• Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution.
• Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included.
• Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community.
• Supportive, Community-Driven Culture – We’re not just a team, we’re a connected, people-focused community making a meaningful impact.
• SheMentors Program – Supporting women across the organisation.

We welcome applications from people of all backgrounds and levels of experience, and we encourage you to apply even if you don’t meet every criterion. If you need any adjustments or assistance with the application process, please let us know.