Technical Support Specialist

Salary: $75,000 – $85,000 per year

Technical Support Specialist

Adelaide • Full-time • Level 1/2 • Reporting to the ICT Support Services Manager

About Commuserv

Since 1997, Commuserv has partnered with small and medium businesses across Adelaide, earning a reputation as a trusted Managed Service Provider (MSP) and IT consultant that helps organisations get more from technology as they grow and evolve.

Through Managed Services, strategic IT consulting, and the practical adoption of emerging technologies such as AI, we support our clients well beyond day-to-day IT, acting as long-term partners in their success.

We’ve grown organically through strong relationships, exceptional customer service, and a reputation for doing the fundamentals exceptionally well. As we move into a more deliberate, scalable growth phase, the quality and reliability of our technical support matters more than ever.

You will join Commuserv as a Technical Support Specialist who takes pride in solving problems, keeping systems running, and giving customers a great experience every time they reach out.

Our team is made up of committed, capable professionals with a strong focus on customer service, teamwork, and diversity in technology. We’re looking for someone who wants to help shape the next chapter of Commuserv’s journey and see the direct impact of their work.

The Opportunity

This is a hands-on technical support role for a level 1/2 technician who enjoys variety, problem-solving, and direct contact with customers.

Reporting to the ICT Support Services Manager, you’ll support a broad range of clients across many industries, working with a diverse mix of ICT systems and networks. No two days look the same: one moment you’re resolving a user issue, the next you’re maintaining infrastructure or helping keep a client’s environment secure and recoverable.

This role is ideal for someone who wants to broaden their technical skills across the full MSP stack, take ownership of customer outcomes, and grow their career in a supportive, fast-paced team. Paid training during work hours helps you keep developing.

Your Role at a Glance: Support, Schedule, Document & Learn

1. Customer Support & Service Delivery (75%)

This is the primary focus of the role.

You will:

• Act as a first point of contact for customers, providing responsive level 1/2 support across a diverse range of ICT systems

• Troubleshoot and resolve issues on Windows 10/11 and Apple client systems and common line-of-business applications

• Manage and support Microsoft 365 tenancies, including SharePoint, Teams and OneDrive

• Balance competing priorities with an awareness of stakeholders, SLAs and time

• Monitor, manage and maintain ICT systems using Remote Management and Monitoring (RMM) tools

• Monitor and maintain backup systems, ensuring client data is protected and recoverable

• Proactively identify and address issues before they impact customers

• Support the general maintenance, updates and performance of client environments

• Troubleshoot and maintain network systems and infrastructure, including wireless networks, firewalls and uplinks

• Maintain Active Directory, DNS and DHCP, and manage domains and DNS records

• Apply an awareness of cyber security risks and controls across systems and user devices

• Follow security best practices

• Deliver a professional and positive customer experience on every interaction

• Take ownership of customer outcomes through to resolution

2. Scheduling & Coordination (10%)

Effective scheduling keeps our team productive and ensures customers receive timely support.

You will:

• Coordinate onsite visits, remote appointments and after-hours work

• Manage your own workload and daily priorities to maximise productive time

• Schedule work in accordance with service levels, customer requirements and business priorities

• Coordinate with customers, vendors and internal teams to arrange maintenance windows and service activities

• Ensure appointments, follow-ups and commitments are completed as planned

• Escalate scheduling conflicts proactively when required

• Maintain visibility of upcoming commitments and communicate changes promptly

3. Documentation & Knowledge Management (10%)

Clear documentation is essential to delivering consistent, high-quality support.

You will:

• Maintain accurate and detailed ticket notes for all customer interactions and work performed

• Create and update technical documentation, procedures and support guides

• Contribute to the organisation’s knowledge base to improve efficiency and knowledge sharing

• Document client environments, system configurations and key operational information

• Follow documentation standards and best practices

• Assist in identifying opportunities to improve processes through better documentation

4. Training & Self-Development (5%)

Technology is constantly evolving, and so are the skills required to support it. Paid training during work hours is provided to help you continue developing your technical capability.

You will:

• Participate in technical training, certifications and professional development activities

• Maintain and expand your knowledge of Microsoft technologies, cybersecurity and emerging industry trends

• Collaborate with the Technical Manager to develop a tailored technical development roadmap that supports professional growth and career progression.

• Share knowledge and lessons learned with colleagues

• Seek opportunities to broaden your experience across the full MSP technology stack

• Apply newly acquired skills to improve customer outcomes and service quality

What Success Looks Like

Success in this role means:

• Customers receive prompt, professional support and have a great experience with Commuserv

• Client systems are reliable, available, secure and recoverable

• Issues are resolved within SLA, and many are prevented before customers notice them

• Work is documented clearly and communicated well

• You continue to grow your technical capability across the full MSP stack

About You

You’re a customer-focused technician who enjoys solving problems and keeping things running.

You bring:

• Practical experience managing Microsoft 365 tenancies (SharePoint, Teams and OneDrive)

• Experience troubleshooting and maintaining Windows 10/11 client systems

• Experience troubleshooting and maintaining networks and infrastructure (wireless networks, firewalls, uplinks)

• Experience maintaining Active Directory, DNS and DHCP, and managing domains and DNS records

• Experience with Remote Management and Monitoring (RMM) systems and backup systems

• An understanding of cyber security, risks and controls within systems and user devices

• Experience supporting general line-of-business applications

• Experience using a CRM, preferably ConnectWise

Highly regarded:

• 2-3 year’s experience in an MSP environment

• Unified Communications, SIP and VOIP (Teams, 3CX, Maxo)

• Managing virtualised environments (preferably Hyper-V)

• Troubleshooting and maintaining Mac, Apple or Android devices

• Configuring and maintaining Entra / Intune

• Maintaining, using and troubleshooting Microsoft Remote Desktop Services

What you’re like:

• Genuinely driven to deliver excellent customer service and experience, with a sense for prioritising tasks, stakeholders, SLAs and time

• A clear communicator, both written and verbal

• An honest team player with a pleasant and courteous manner

• A strong problem-solver with great attention to detail

• Well presented, proactive and self-motivated

• Comfortable in a fast-paced environment and at ease with change

Why Join Commuserv

This is a great opportunity to broaden your technical skills across the full MSP stack while doing work that has a real, visible impact on Adelaide businesses.

• Play a role in the next growth phase of a respected Adelaide MSP

• Join a supportive, values-driven team

• Develop your technical capability

• Build a career in an MSP

If you take pride in delivering great technical support and want to grow your career in a scaling business, we’d love to hear from you.

What You’ll Need

• You must reside in and hold full working rights in Australia

• A current, valid Australian driver’s licence (some travel may be required)

• An unrestricted (National) Police Clearance

• Willingness to complete a practical assessment as part of the selection process