A Brisbane managed services provider is looking for an MSP Support Engineer to manage escalated support tickets, assist with client changes and provide reliable technical guidance. This hybrid role suits someone with five years of IT support experience who has worked across Microsoft 365, Windows environments, user administration and common network issues. You will support small and medium business customers, coordinate escalations, maintain documentation and help junior technicians improve their troubleshooting process. The role requires a practical service mindset, strong ticket ownership and the ability to balance technical accuracy with clear customer communication.

Essential criteria:

• Five years of experience in MSP support, service desk, desktop support or systems support roles.
• Ability to resolve escalated Microsoft 365, Windows, account, email, printing, VPN and connectivity incidents.
• Experience with Active Directory, Microsoft 365 administration, basic server tasks and customer documentation.
• Ability to support junior technicians through clear escalation feedback and practical troubleshooting advice.
• Strong ticket ownership, time entry discipline, client communication and follow-through on service commitments.
• Awareness of change-control, security, backup and approval requirements in managed customer environments.

Nice to have:

• Exposure to Azure, Intune, backup platforms, RMM tools or firewall administration.
• Experience working with multiple clients, priorities and SLA expectations.
• Foundational Microsoft, networking, security or ITIL certification.