Overview As part of the growth and evolution of our team, we are currently looking for multiple experienced Field Engineers to join us. This role would suit individuals who are based in the Sutherland Shire, Western Sydney suburbs and the Northern Beaches. The number one goal of everyone in our team is to make our clients exceptionally happy and provide world-class service. You will handle escalated support requests for the Service Delivery Team that need to be addressed on-site or remotely and manage the planning and rollout of projects for our clients. This is a hybrid role. Employees must be Sydney-based with reliable transport to service clients. About the Company Established in 2005, we provide advanced IT solutions to the mid-to-large sector market across Australia’s Eastern seaboard. We are on a mission to create the leading IT Services Company in the country, and our team is a passionate and fun group with high individual and combined aspirations. Our purpose and passion are enabling our clients to focus on what they do best. Key Responsibilities Customer Service: Resolve escalated issues from Level 1 and Level 2 engineers Deliver fast, friendly, and effective client support Perform advanced troubleshooting and on-site installations for daily needs and project work. Use of Our Ticketing System: Use our Ticketing System (AutoTask) to work on and resolve Helpdesk Tickets & Service Requests. Manage and record all work through our Ticketing System. Ensure that Client Documentation is well-maintained. Track advanced Projects and associated tasks with the Project Manager and Relationship Manager. Communication & Reporting Risk: Create and maintain documentation for on-site processes. Communicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue. Submit Timesheets & Expense reports as indicated on SOPs. Identify, Communicate, and Mitigate potential risks to Management and Clients. Project Work: Plan and execute various complex IT projects for our clients. Be part of and add value to our Security Baseline Program. Teamwork: Report directly to the Head of Technology, ensuring alignment with team goals and priorities. Adhere to established Standard Operating Procedures (SOPs) and maintain high security awareness. Proactively identify areas for improvement, suggest innovations, and support process enhancements. Contribute to a culture of collaboration and knowledge-sharing by mentoring and supporting Level 1 engineers. Skills and Attributes Proven experience in a Level 2 MSP role, delivering on-site IT support and project work Strong skills in Microsoft 365, Azure, networking, servers, and virtualisation (Microsoft certifications a plus). Solid experience in networking is a must have. Advanced ability to diagnose and resolve issues with hardware, software, networks, and end-user devices. Confident with structured cabling, VoIP, and vendor liaison for troubleshooting. Excellent communication and listening skills; able to engage effectively with both technical and non-technical users. Passion for problem-solving, continuous learning, and delivering a world-class client experience. Must hold a valid driver’s licence and have own reliable vehicle (car allowance and tolls covered). Have unrestricted Australian working rights as sponsorship is not offered for this role. (No temporary visas, unfortunately). Bonus: Ability to “speak both Geek and Human”—technically skilled yet highly personable. Nice to have: ALL IT Services - Level 2 IT Field Engineer Experience using AutoTask PSA. Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE, ITIL, ITSM, etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Perks Performance-based incentives and clear opportunities for career progression in a growing business. Supportive, easy-going culture with a proactive approach to training and lifelong skill development. Regular team events to foster a fun, collaborative environment Onsite parking available for convenient commuting Apply now If you’re a problem solver who thrives on delivering exceptional IT solutions and enjoys working in a dynamic, supportive, and growing team, we’d love to hear from you. Please note only successful candidates will be contacted for the next stage of the recruitment process. As a pre-requisite for this role, candidates may be required to undertake a pre-employment medical screen and a National Police Clearance. Thank you for your understanding.