Role Overview
An opportunity exists for an experienced Onsite Support Engineer to join a growing Service Team supporting a range of external clients across the ACT region.
This role focuses on delivering face-to-face technical support, resolving incidents on-site, and serving as a key escalation point for site-based issues. You’ll play a critical role in ensuring service quality, SLA performance, and a strong customer experience.
This is a hands-on position combining onsite client support with broader service operations responsibilities when not in the field.
What you’ll be doing
- Provide on-site Level 1–2 technical support across infrastructure, network, and application environments
- Act as a primary escalation point for client site issues
- Diagnose and resolve incidents and service requests within agreed SLAs
- Provide clear communication and updates to clients during and after site visits
- Attend scheduled client sites and coordinate onsite support requirements
- Escalate more complex technical issues to senior technical resources when required
- Accurately document work performed and update service records in ticketing systems
- Support service operations activity when not on-site, including ticket management and preparation for upcoming visits
- Identify opportunities to improve service delivery and operational efficiency
- Assist and support junior team members when required
- Ensure compliance with security and client site requirements
- Participate in an on-call roster where applicable
About the environment
- Newly defined onsite support function within a service delivery team
- Mix of client site work and office-based operational support
- Regular scheduled site visits across multiple client locations
- Company vehicle provided for work-related travel (shared fleet model)
- When not on-site, you will be based in the office supporting service operations activity
- Limited flexibility for remote work, typically available post-probation
What we’re looking for
- 2+ years’ experience in an MSP or on-site IT support environment
- Strong capability across Level 1–2 infrastructure and network support
- Experience supporting Windows environments, networking, and cloud-based services
- Familiarity with common enterprise IT environments (Active Directory, M365, Azure, etc.)
- Experience working with ticketing systems/service management tools
- Strong client-facing communication skills and professional presence on-site
- Ability to prioritise and manage competing workloads in a fast-paced environment
- Comfortable escalating when required while maintaining ownership of issues
Desirable experience
- Networking technologies (Cisco, Fortinet, Aruba, Ubiquiti, WatchGuard)
- Microsoft ecosystem (Windows Server, Active Directory, Microsoft 365, Azure)
- Endpoint and security tools (Defender, Sophos, MDM solutions, vulnerability tools)
- Voice/telephony systems (Teams Voice, SIP, 3CX)
- Virtualisation and backup environments (VMware, Veeam, Nutanix, Synology)
- ITIL awareness or certification
Why this role?
This is a strong opportunity for someone who enjoys being out in the field, working directly with clients, and solving technical problems hands-on.
The role offers exposure across a wide range of technologies and environments, with the ability to grow within a service team that is scaling onsite support capability across the region.
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