Lead Help Desk Technician

Position: Lead Help Desk Technician
Location: West Perth
Salary: $70,000 - $75,000
Job Type: Permanent

Position Overview:
OUI Recruitment is seeking an experienced Lead Help Desk Technician to join a thriving Managed Service Provider in Perth. This role is perfect for someone with 2-4 years of MSP experience who's ready to take the next step in their career by leading first and second-line support delivery whilst continuing to work hands-on with technology.

You'll be joining a forward-thinking MSP that values customer communication and technical excellence. This isn't your typical behind-the-keyboard IT role – you'll be engaging with clients face-to-face and over the phone, becoming a trusted advisor to their businesses. The company has a strong focus on team culture, professional development, and work-life balance, making this an excellent opportunity for someone looking to grow their career in a supportive environment.

Perks:

• Paid birthday leave – take your special day off!
• Comprehensive Employee Assistance Program for wellbeing support
• Regular social events and team bonding activities (pizza included!)
• Ongoing training opportunities and professional development support
• Employee of the month recognition programme
• Staff discount on IT equipment purchases
• Flexible work arrangements and work-from-anywhere allowance
• Great team culture with supportive, experienced technicians

Roles and Responsibilities:

• Lead and mentor the help desk team whilst providing hands-on L1 and L2 technical support
• Deliver exceptional first and second-line support to clients across various industries
• Handle on-site visits for troubleshooting, maintenance, and repairs across Perth Metro
• Support and maintain hardware including laptops, desktops, servers, storage devices, and network equipment
• Troubleshoot and resolve software issues across diverse business applications
• Manage service requests through the PSA ticketing system with timely responses
• Escalate complex issues to senior technicians or vendors when necessary
• Build strong client relationships through excellent communication and proactive problem-solving
• Maintain accurate documentation of support activities and technical solutions
• Collaborate with team members to ensure efficient service delivery
• Stay current with latest hardware, software, and cybersecurity trends
• Contribute to process improvements and team knowledge sharing

Role Requirements:

• 2-4 years of experience in IT support within an MSP environment
• Proven ability to handle L1 and L2 support issues independently
• Strong customer service skills with excellent communication abilities
• Experience engaging with clients both face-to-face and remotely
• Ability to explain technical concepts to non-technical users clearly
• Demonstrated problem-solving skills and attention to detail
• Capability to manage multiple tasks and priorities simultaneously
• Full driver's licence and willingness to travel to client sites across Perth Metro
• Team player who thrives in a collaborative environment
• Proactive attitude with a genuine passion for technology
• Australian working rights required

Technical Requirements:

• Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams)
• Active Directory and user management
• Windows Server 2019/2022
• PSA ticketing systems (Halo, Autotask, ConnectWise, or similar)
• RMM tools (Datto, NinjaRMM, or similar)
• Backup and disaster recovery solutions (Veeam, Datto)
• Firewall and networking fundamentals (Fortinet, Cisco, or similar)
• Hardware diagnostics and repair
• Remote support tools
• Basic understanding of cybersecurity principles
• Experience with automation tools (desirable)
• Exposure to various business software applications across multiple industries

We appreciate your interest in this opportunity. We regret that we can only contact shortlisted candidates. If you are not shortlisted, we encourage you to check out our website for other opportunities or to sign up for job alerts. Please note that applicants must be based in Australia with valid working rights to be considered.

We represent organizations that promote diversity and welcome all qualified applicants regardless of race, gender, disability, religion/belief, sexual orientation, or age.

Email: [email protected]
Phone: (08) 6219 8033