About the role
This is a hands-on role combining remote helpdesk support, onsite client visits and infrastructure administration. You'll work across a diverse range of customer environments, troubleshooting issues, implementing solutions and helping keep our clients' systems running smoothly. Unlike roles where you're limited to a narrow set of support tasks, this position offers the opportunity to work across a broad technology stack, including our own private cloud and hosting infrastructure.
Key responsibilities
Provide Level 2 technical support to business clients via phone, remote access and onsite visits
Troubleshoot Windows desktops, laptops, applications, printers and networking issues
Diagnose and resolve complex technical problems, escalating when appropriate
Assist with new user onboarding, device deployments and system configurations
Manage support tickets, document solutions and maintain clear communication with clients
Participate in a rotating after-hours on-call roster
Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive
Manage user accounts, permissions, MFA and Microsoft Entra ID
Support Windows Server environments, Active Directory, Group Policy, DNS and DHCP
Support virtual server environments using VMware and/or Microsoft Hyper-V
About you
Previous experience in a Level 2 IT support role, ideally within a Managed Service Provider (MSP)
Strong troubleshooting skills across Windows desktop and server environments
Hands-on experience administering and supporting Microsoft 365
Solid understanding of Windows Server, Active Directory, networking and DNS
Experience with VMware and/or Hyper-V virtualisation
Confidence supporting users both remotely and onsite
Excellent communication skills and the ability to explain technical issues clearly to non-technical people
Strong organisational skills and the ability to manage competing priorities
A current driver's licence and willingness to travel to client sites around Melbourne
Minimum 5 years experience required
About us
Zeara is a Melbourne-based IT services provider delivering managed IT support, cloud hosting, cybersecurity and infrastructure solutions to businesses across a range of industries. We're not your typical IT support company. Alongside our managed services operations, we run our own private cloud infrastructure, giving our engineers exposure to everything from everyday user support through to virtualisation, servers, networking and data centre environments. We're a team that values technical ability, initiative, great customer service and people who genuinely enjoy solving problems.