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Role overview

This position is designed for a capable mid-level IT technician who wants to advance in a boutique managed services provider setting. The work is client-facing, dynamic and fast moving, so you should be comfortable operating independently while still following team processes and service standards.

In this frontline engineering role, you will provide Tier 1 and Tier 2 support to a varied group of small and medium business clients. You will be the main contact for technical issues and will investigate, troubleshoot and resolve incidents and service requests spanning endpoints, networks and business applications.

Strong ownership is central to the job. You will handle tickets from beginning to end, keeping records clear, communicating promptly and ensuring issues are resolved properly. While escalation support is available, you are expected to confidently work through most problems on your own and make good decisions about when to escalate.

Alongside day-to-day support, you will also help with preventative maintenance and ongoing service improvements. This includes watching alerts, carrying out routine maintenance, spotting recurring problems and recommending changes to client setups and internal workflows. You will help maintain system stability, security and service reliability.

Because this is a boutique MSP, the client experience matters greatly. You will need to develop strong professional relationships, explain technical matters in simple language and consistently provide excellent service. Accuracy, accountability and responsiveness are essential.

You will work directly with the Chief Technology Officer and Managing Director, contributing to documentation, knowledge sharing and process improvements. The role provides broad exposure to many technologies and environments, making it a strong opportunity to deepen your technical skills and gain well-rounded MSP experience.

This role is best suited to someone practical, adaptable and eager to grow, who enjoys working in a changing environment and takes pride in delivering dependable IT support.

Key accountabilities

Deliver Tier 1 and Tier 2 support across desktop, server, network and cloud systems.
Own support tickets fully, from initial triage through troubleshooting, resolution and documentation.
Provide both remote and onsite assistance while maintaining a professional, service-focused approach; around 90% of the work is remote and 10% onsite.
Handle user joiner/mover/leaver processes, including identity and access administration across multiple platforms.
Support Microsoft 365 environments such as Exchange Online, Teams, SharePoint, Azure and OneDrive.
Administer and support Google Workspace environments.
Maintain endpoint environments, including device setup, MDM tools such as Jamf and Iru, patching and lifecycle management.
Diagnose and resolve issues on Windows and macOS devices.
Support email services, including mail flow, spam controls, security settings and mail delivery troubleshooting.
Carry out basic network troubleshooting involving DNS, DHCP, VPNs, Wi-Fi and firewalls.
Track system health and respond to alerts through Remote Monitoring and Management tools.
Keep documentation complete, current and accurate.
Support process improvement, automation and knowledge base development.
Work with the Managing Director and Chief Technology Officer on escalations and project-related tasks.

Key relationships

You will work closely with internal leaders, including the Managing Director and Chief Technology Officer. Externally, you will act as the main support contact for clients and end users, manage communication with client stakeholders such as managers and coordinators, and coordinate with third-party vendors when support cases need to be raised or followed up.

Skills and experience

Core technical capability is needed across Windows and macOS troubleshooting, user and identity administration, email systems, password resets, MFA, access controls, networking fundamentals, monitoring tools, remote support platforms, endpoint management, device provisioning, patching, hardware support, the Microsoft 365 stack, backup and recovery basics, endpoint security and business application troubleshooting.

Required qualifications

You should have at least 3 years of experience in IT support, with MSP experience considered a strong advantage. A solid track record of troubleshooting users, systems and networks is expected, whether gained through work experience or relevant IT study.

Professional and behavioural expectations

The role calls for a strong customer service mindset, confident expectation management, excellent written and verbal communication, the ability to juggle priorities in a busy environment, a high level of accountability, structured analytical troubleshooting, curiosity and a commitment to continuous improvement. A friendly, collaborative and team-oriented approach is also important.

Highly regarded experience

Additional value will be given to candidates with deeper troubleshooting and performance tuning experience, broader networking knowledge such as routing, firewall rules and site-to-site VPNs, security tooling experience, exposure to security operations like phishing review or incident response, backup and disaster recovery design or testing, and basic scripting or automation skills.

Additional requirements

You must have full Australian work rights, meaning you are an Australian citizen or permanent resident.
You need your own reliable car and a valid driver’s licence.
You must be willing to travel to client sites when needed.
You must be open to undergoing security clearance.
Some occasional lifting may be required.
You should bring strong interpersonal skills and a polished client-facing manner.
You should be keen to keep learning and build your career in IT.

About Ocean Labs

Ocean Labs is a boutique managed services provider focused on premium IT solutions for a carefully chosen client base. Instead of operating at high volume, the business emphasises quality, long-term relationships and trusted technology guidance.

The company supports small to mid-sized organisations with tailored services covering cloud platforms, computer and network infrastructure, security and end-user support. Clients rely on the team for both reactive assistance and proactive advice that improves and optimises their IT environments.

The organisation maintains high technical and professional standards, with strong emphasis on ownership, accountability and attention to detail. Team members are encouraged to communicate well, take pride in their work and deliver outcomes that go beyond issue resolution.

Internally, the culture is collaborative and supportive, with active encouragement for knowledge sharing, continuous learning and professional growth. Employees are given exposure to a wide range of technologies and opportunities to contribute to process improvements within a structured yet flexible environment.

This role suits people who value quality work, strong client relationships and being part of a close-knit team that genuinely cares about both clients and colleagues.

Values

Trusted partnership: The business operates with transparency, a client-first mindset and strong ethical standards, aiming to build lasting advisory relationships.

Service excellence: The team is committed to delivering responsive, high-quality service with practical, efficient and straightforward solutions.

Absolute accountability: Work is owned end to end, with proactive communication and a collaborative approach both internally and externally.

Continuous evolution: Curiosity, learning and innovation are actively encouraged so that skills, processes and client value keep improving.

IT Support Engineer