Service Desk Support Engineer
Summary
A service desk engineer at a boutique Sydney MSP delivering end-to-end IT support for SMB and not-for-profit clients — resolving ITSM tickets, handling escalated issues, and assisting with system administration. Core stack includes Microsoft 365/Azure, Windows Server, Active Directory, VMware ESXi, and networking gear like Cisco Meraki and Ubiquiti.
Are you a skilled and motivated IT professional looking to make a difference? Look no further!
Bluescale, is a leading boutique Managed Service Provider (MSP) specialising in IT services for Small to Medium Business (SMB) and Not-For-Profit (NFP) organisations in NSW, is seeking a talented Service Desk Engineer to join our dynamic team.
About Us
Since 2010, Bluescale has been dedicated to delivering a new and better IT experience. As a boutique Managed Service Provider (MSP), we specialise in providing IT services to SMB and NFP organisations in NSW. We work closely with our clients to manage their IT needs end-to-end, just like an internal IT department.
Key Responsibilities:
Deliver exceptional customer service by managing and resolving incoming ServiceDesk tickets through our ITSM system.
Build and maintain strong client relationships through effective communication and issue resolution.
Provide technical leadership by resolving escalated issues from junior team members and other departments.
Enhance operational efficiency through the creation and maintenance of clear and up-to-date support documentation.
Drive technical problem-solving by independently diagnosing and resolving complex IT issues.
Contribute to system administration by assisting with the installation, configuration, and maintenance of complex IT systems.
Ensure service excellence by prioritising and managing incidents and service requests to meet SLAs.
Participate in on-call support and scheduled system maintenance activities.
Manage external vendor relationships by effectively coordinating and escalating issues.
About you:
Minimum of 2 years’ hands-on experience providing IT support in a service desk environment.
Relevant industry certifications (e.g., Microsoft Certified: Azure Administrator, VMware Certified Professional) are a plus.
In-depth knowledge of Microsoft technologies including Windows Server, Active Directory, Office 365, and Azure.
Strong background in virtualization technologies, particularly VMware ESXi.
Practical experience with networking infrastructure, including routers, switches, firewalls, and security solutions (Cisco Meraki, Kaseya Datto, Ubiquity, etc.).
Demonstrated proficiency in endpoint detection and response (EDR) technologies.
Exceptional troubleshooting and problem-solving skills.
Proven ability to effectively communicate technical information both verbally and in writing.
Strong interpersonal and collaborative abilities.
Ability to work independently and as part of a high-performing team.
Qualifications:
Drivers license
Bachelor’s degree in information technology or a related field (preferred)
Relevant industry certifications (e.g., Cisco Meraki, Microsoft Azure Administrator, VMware Certified Professional, etc) are a plus.
Benefits:
Advance your career with ongoing training and development opportunities.
Work in a friendly and supportive environment.
Join a growing company that is at the forefront of technology.
*No recruitment agencies please.