Support Desk Analyst

Ready to Take Your MSP Career Further?

Are you an experienced MSP engineer looking for more than just another service desk role?

At Solutions IT, you'll be part of a highly skilled and collaborative team supporting customers across education, local government, not for profit and commercial organisations throughout Western Australia.

This is a hands on technical role where you'll work with modern Microsoft, cyber security and cloud technologies while helping customers achieve real business outcomes.

If you enjoy solving technical challenges, building strong customer relationships and continuously developing your technical skills, we'd love to hear from you.

This role provides exposure to customer projects, Microsoft 365 migrations, cyber security initiatives and modern workplace technologies, making it an excellent opportunity for engineers looking to accelerate their career. This is not a role where you'll spend every day resetting passwords. You'll be involved in meaningful customer engagements, technical projects, security initiatives and continuous improvement activities that will help grow your skills and career.

Why Join Solutions IT?

• Ongoing training, mentoring and certification support

• Exposure to Microsoft 365, cyber security, cloud and modern workplace technologies

• Clear career pathways into Senior Engineering, Projects and Cyber Security roles

• Work alongside experienced engineers who enjoy sharing knowledge

• Diverse customer environments that keep every day interesting

• Access to industry leading MSP tools, automation platforms and AI technologies

Key Responsibilities

Technical Support & Service Delivery

• Provide exceptional support via phone, remote session and email.

• Troubleshoot and resolve issues across Microsoft 365, Windows, networking and modern workplace technologies.

• Support Exchange Online, SharePoint Online, Microsoft Teams, Entra ID and Intune environments.

• Perform root cause analysis and implement long term solutions.

• Maintain accurate ticket notes, documentation and knowledge base articles.

• Manage onboarding, offboarding and device lifecycle activities.

• Work collaboratively with senior engineers and specialists to deliver positive customer outcomes.

Cyber Security & Identity Management

• Support customers in improving their cyber security posture.

• Administer and troubleshoot Microsoft Defender, Multi Factor Authentication and Conditional Access.

• Support identity and access management activities within Microsoft Entra ID.

• Assist with security incident response, alert investigation and remediation activities.

• Support endpoint security and vulnerability remediation initiatives.

• Contribute to Secure Score improvements and Essential Eight uplift activities.

Customer Experience & Operational Excellence

• Build trusted relationships with customers through exceptional service and communication.

• Keep customers informed throughout the lifecycle of requests and incidents.

• Work within agreed SLAs and prioritise tasks effectively in a fast paced MSP environment.

• Identify opportunities for automation, standardisation and continuous improvement.

• Contribute to a culture of collaboration, learning and knowledge sharing.

Skills & Experience 

Technical Skills 

• Strong proficiency administering Microsoft 365 environments including Exchange Online, Teams, SharePoint, Entra ID, Microsoft Defender and Copilot.

• Experience in Intune and endpoint management 

• Desktop support expertise 

• Understanding of networking and security technologies: Fortinet, Cisco Meraki and Ubiquiti experience highly regarded.

• Confident troubleshooting across hardware, software, and networking layers 

Professional Attributes 

• Outstanding verbal and written communication skills 

• Strong problem‑solving ability and a logical troubleshooting mindset 

• Ability to work independently while collaborating effectively within a team 

• Excellent customer focus with a calm, professional phone manner 

Required Experience & Qualifications 

• Minimum 2 years’ experience within a Managed Service Provider (MSP) environment 

• Microsoft certifications such as MS-900, AZ-900 are considered the baseline. MD-102, SC-900, SC-200 or equivalent highly regarded for this level

• Experience working with ticketing systems, SLAs, and multi‑client environments 

• Experience working with RMM and PSA platforms, such as Datto, ConnectWise, NinjaOne or similar solutions.

• ITIL knowledge advantageous