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.
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