Managed Service Desk Engineer at ASI Solutions in Mulgrave VIC 3170

About ASI Solutions

Technology is at its most powerful with the right people behind it. Since 1985, ASI Solutions has partnered with organisations across the public and private sectors to deliver meaningful, transformative IT solutions. Our focus is on helping customers maximise their technology investments through streamlined processes and future-ready capabilities. We are proud to foster a team culture built on expertise, collaboration, and long-standing trusted relationships.

What you’ll be working on

As a Managed Service Desk Engineer, you’ll play a key role in delivering high-quality technical support across a diverse client environment. Working within our Managed Services team, you’ll be the first point of contact for end users—resolving issues, maintaining strong communication, and ensuring a seamless support experience.

You’ll be:

• Providing Level 1 and 2 support across Microsoft 365, Windows environments, and business applications
• Troubleshooting desktop, network, printing, and access-related issues
• Managing and triaging tickets, ensuring timely resolution aligned to SLAs
• Escalating complex issues with clear documentation and diagnostics
• Communicating with customers in a clear, professional, and approachable way
• Contributing to proactive maintenance, patching, and continuous improvement initiatives
• Collaborating with internal teams to deliver consistent, high-quality outcomes

This is a role where your curiosity, problem-solving mindset, and commitment to customer experience will set you up for success.

A bit about you

You’re someone who enjoys solving problems and helping people. You bring a strong customer-first mindset and take pride in delivering clear, reliable support.

You’ll bring:

• Hands-on experience in a service desk or IT support environment (MSP experience highly regarded)
• Confidence troubleshooting Microsoft 365, Windows OS, and end-user devices
• Strong communication skills, with the ability to explain technical concepts in simple terms
• The ability to manage competing priorities and stay organised in a fast-paced environment
• A collaborative mindset — you enjoy sharing knowledge and supporting your team
• A proactive approach to learning, with interest in certifications and growing your technical capability

Essential criteria

• Demonstrated experience in a service desk or technical support role
• Exposure to Microsoft 365, Windows desktop environments, and basic server or cloud concepts
• Foundational understanding of Active Directory, networking concepts, and endpoint management
• Experience working with ticketing systems and maintaining clear documentation
• Strong communication and stakeholder engagement skills
• Ability to obtain a Working with Children Check

Desirable

• Exposure to Azure, Intune, or virtualisation technologies (e.g. VMware, Hyper-V)
• Experience with backup or RMM tools
• Progress toward relevant certifications (Microsoft or similar)
• Eligible to obtain and maintain a Baseline Security Clearance

Why work with us?

• Birthday Leave – Celebrate your special day with a paid day off.
• Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues.
• Tech Product Discounts – Access exclusive savings on a wide range of technology products.
• Paid Parental Leave – Support for growing families with dedicated leave options.
• Flexible Working Arrangements – Balance work and life with hybrid options and flexibility.
• Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways.
• Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution.
• Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included.
• Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community.
• Supportive, Community-Driven Culture – We’re not just a team — we’re a connected, people-focused community making a meaningful impact.

We welcome applicants from all backgrounds and experiences. If you’re passionate about technology and enjoy helping people, we’d love to hear from you.