Level 1 MSP Support Technician (Behind the Scenes) - Australian MSP

Hi, I'm Brett, Director of 4iT Support, a managed IT services company based in Sydney, Australia. We look after IT support, Microsoft 365, networking, and cybersecurity for small and medium businesses across Sydney. I'm looking for a full time Level 1 Support Technician to work behind the scenes with our local team.

This is NOT a phone role. You will NOT be on calls with clients. Your work is entirely email, ticket, and Microsoft Teams based. We handle the phone side; you handle the written side.

What you will be doing
- Triaging new tickets in our PSA - reading them, asking the right clarifying questions, and either resolving or escalating
- First response and resolution on common Microsoft 365 issues: user setup, licence assignment, password resets, MFA, shared mailboxes, distribution lists, Teams and SharePoint basics
- Writing up clear, well documented ticket notes so the rest of the team can pick up where you left off
- Helping keep our client documentation tidy and up to date
- Escalating anything you can't solve to our Level 2 team with enough context that they can run with it

Over time, as you grow into the role, we will train you on our full behind the scenes toolkit including vendor portals (Sophos, Pax8, Cloudflare, and others), licence management, and the admin work that keeps our clients secure. We want someone eager to keep learning, not someone who only wants to do the same task every day.

What we are looking for
- Clear, professional written English - this is the single most important skill
- At least 2 years experience in an MSP, internal IT helpdesk, or similar technical support role
- Solid working knowledge of Microsoft 365 administration (Entra ID / Azure AD, Exchange Online, Teams, SharePoint)
- Comfortable troubleshooting Windows desktop issues
- Basic networking understanding (DNS, DHCP, IP addressing, VPN basics)
- Experience with any PSA / RMM platform - we use Syncro, but if you know ConnectWise, Atera, NinjaOne, Kaseya, Halo, or similar, you will pick up Syncro quickly
- Comfortable documenting your work properly
- A working computer running Windows or macOS
- A fast, stable, wired internet connection - minimum 25 Mbps down / 10 Mbps up on fibre or cable. No satellite, no mobile/pocket WiFi as your primary connection. Low latency matters more than raw speed for this role
- A backup plan for when your internet or power goes down (mobile hotspot, nearby cafe, etc.)
- A quiet place to work

How you will work
- We will provide you with a Windows 365 Cloud PC - this is your 4iT workstation, hosted in Microsoft's cloud, fully managed by us
- You will connect to your Cloud PC from your own device through the Windows App or a modern web browser. No VPN, no software installed on your personal machine
- All your work, files, logins, and tools live on the Cloud PC - not on your personal device. This keeps your personal data separate from work data
- This model means your internet connection quality directly affects your ability to do the job. If your connection drops or lags, you cannot work
- All software, licences, and access you need are provided by us on the Cloud PC

Working hours
- Monday to Friday, 9:30am to 6:30pm Sydney time, year round
In Philippine time that is 7:30am to 4:30pm PHT during Australian winter (April to October) and 6:30am to 3:30pm PHT during Australian summer (October to April)
- 1 hour lunch break, flexible between 12pm and 2pm Sydney time
- This is a 40 hour week of actual work

Compensation and benefits
- $800 USD per month to start
- Salary review at 90 days, moving to $900 USD per month on satisfactory performance
- Paid fortnightly
- 13th month bonus paid in December, pro rated from your start date in your first year
- Philippine public holidays observed
- No strict cap on time off - just give us reasonable notice
- All tools provided: Microsoft 365 account, Syncro, Claude AI, 1Password, training resources

What we offer beyond the pay
- Long term full time role - we want someone who is with us for years, not months
- Clear training and documentation, not sink or swim
- Genuine support when you get stuck
- Opportunity to grow into Level 2 work over time as you prove yourself

How to apply
- Please reply to this post with a short email introducing yourself
- Tell me briefly about your current or most recent MSP or IT support role
- Tell me which PSA and RMM tools you have used, and for how long
- Tell me your internet speed (a speedtest.net screenshot is perfect) and whether your connection is fibre, cable, DSL, mobile, or something else
- Include the word "Parramatta" at the end of your subject line so I know you read the whole post
- Do NOT send me a long list of your skills or a generic CV paste - I would rather hear a few sentences from you in your own words

Looking forward to hearing from you.
Brett
Director, 4iT Support
Sydney, Australia