About the Role:

This role supports the day-to-day operation of the service desk by improving ticket flow, onboarding readiness, and alignment between support, sales, and accounts. It is a hands-on technical support role with responsibility across dispatch, onboarding, compliance, and pre/post-sales support. The objective is to increase efficiency, reduce escalation, improve onboarding consistency, and remove operational bottlenecks across the business.

Client Background:

Our client is an Australian-based Managed Services Provider (MSP) delivering high-quality IT support and cloud solutions to a diverse client base.

### Core Responsibilities

The core focus of this role is owning operational flow end-to-end, not just supporting tasks. Key priorities are:

Ticket Dispatch & Flow Ownership
Ensure tickets are correctly prioritised, assigned to the right skill level (L1/L2/L3), actively followed up, and driven to resolution within SLA—reducing noise and unnecessary escalation.

Onboarding Readiness & Compliance
Prepare client environments before deployment, check security, configuration, and standard stack alignment, and ensure onboarding is completed consistently and within defined timelines.

Operational Coordination Across Teams
Act as a bridge between support, onboarding, sales, and accounts—keeping visibility across work in progress and removing operational bottlenecks.

Process Discipline & Documentation
Maintain accurate documentation, support standardised workflows, and contribute to compliance checks and environment reviews (e.g., SMB1001-style alignment).

Reducing Dependency on Senior Staff
Take ownership of recurring operational and technical-prep tasks so leadership can focus on higher-level strategy rather than day-to-day follow-ups.

### Required Capability

• Strong Level 2/3 technical experience

• Solid understanding of:

Microsoft 365

Endpoint management (Intune)

Basic networking concepts

• Ability to priorities and coordinate work effectively

• Strong documentation and process discipline

• Clear communication across technical and non-technical areas

By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.

Support & Operations Specialist

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