Pathfinder Recruitment is excited to bring to market a Level 1-2 Support Engineer role working in a fast-paced MSP environment based in Perth. Reporting to the Service Delivery Manager, you will play a crucial role in managing and resolving technical issues from start to finish. This role is perfect for someone who thrives in a client-focused environment and is eager to contribute to both client satisfaction and team success. Key Responsibilities: Triage incoming tickets, answer phone calls, and work closely with L2 and L3 senior engineers to resolve issues efficiently. Escalate issues as necessary. Deliver outstanding customer service to all clients, ensuring their technical needs are met with professionalism and urgency. Identify, document, and create knowledge base articles for common issues to enhance team efficiency and client support. Build and nurture strong relationships with clients and internal team members, ensuring smooth communication and collaboration. Prioritize and manage workload based on guidance from managers and senior engineers, ensuring timely and effective issue resolution. Key Qualifications: 2 years of experience in a similar IT support role, preferably within a Managed Service Provider (MSP) environment. Strong troubleshooting skills include effective prioritization, escalation, and ticket management. Understanding of network monitoring concepts and management tools. You work well in a busy team environment, quickly learning and adapting to handle a variety of technical issues. You are a problem-solver with excellent communication skills, both written and verbal. Australian Permanent Resident or Citizen. Tech Stack: Hands-on experience with the following technologies: Microsoft OS (Desktop & Servers) Microsoft Office 365 Entra/Azure AD DNS/DHCP Switches, Routers & Firewalls Ticketing systems (ConnectWise preferred) Remote Monitoring and Management (Datto preferred) Ready to chat? Please Apply for this job and we will be in touch with everything you need to know. Looking forward to hearing from you.