This is a Senior Managed Service Desk Engineer role with asi solutions based in Belconnen, ACT, AU asi solutions Role Seniority - mid level More about the Senior Managed Service Desk Engineer role at asi solutions About ASI Solutions Technology is at its most powerful with the right people behind it. Since 1985, ASI Solutions has partnered with organisations across the public and private sectors to deliver meaningful, transformative IT solutions. Our focus is on helping customers maximise their technology investments through streamlined processes and future-ready capabilities. We are proud to foster a team culture built on expertise, collaboration, and long-standing trusted relationships. The opportunity We’re seeking a mid–senior Managed Service Desk Engineer to join our national Services team in a full-time, permanent role. This opportunity is well suited to someone who brings strong technical capability, takes ownership of outcomes, and enjoys acting as an escalation point while remaining customer-facing. You’ll support a diverse client base within a managed services environment, resolve complex technical issues, mentor junior engineers, and contribute to proactive service improvements that enhance customer experience. What You’ll Be Working On Providing advanced first and second-level support across Microsoft 365, Windows OS, endpoint devices, and business applications Owning incidents end-to-end, including complex troubleshooting and root cause analysis Acting as an escalation point for junior engineers and supporting capability uplift through coaching and knowledge sharing Maintaining high-quality, audit-ready ticket documentation and technical notes Identifying trends, recurring issues, and opportunities for preventative or proactive service improvements Supporting scheduled maintenance, patching, and monitoring activities Communicating clearly and confidently with customers, translating technical detail into practical outcomes Collaborating with senior engineers and service leadership to meet SLA and quality targets A Bit About You You’re technically confident, organised, and customer-focused. You enjoy solving problems properly, not just quickly, and you naturally support others to succeed. You’re comfortable working autonomously, value strong documentation, and align with a team-first mindset. Essential Criteria Strong experience in a managed service desk, technical support, or similar IT role within an MSP or multi-client environment Demonstrated ability to resolve complex end-user, access, and environment issues with minimal guidance Solid experience across Microsoft 365, Windows desktop environments, and foundational server or cloud services Working kwowledge of Active Directory, Group Policy, DNS/DHCP, and networking fundamentals Exposure to Intune, Azure, virtualisation platforms, and backup or RMM tools Confidence acting as an escalation point and mentoring less experienced engineers Clear, consistent documentation skills within a ticketing system Australian citizenship Eligibility to obtain Baseline security clearance Desirable Multiple vendor or industry certifications (Microsoft, Azure, endpoint or security-related) Experience contributing to service improvement or preventative maintenance initiatives Exposure to compliance-driven or regulated environments Why work with us? Birthday Leave – Celebrate your special day with a paid day off. Monthly Team Lunches – Connect, unwind, and enjoy great food with your colleagues. Tech Product Discounts – Access exclusive savings on a wide range of technology products. Paid Parental Leave – Support for growing families with dedicated leave options. Flexible Working Arrangements – Balance work and life with hybrid options and flexibility. Learning & Development Opportunities – Grow your skills through training, certifications, and career progression pathways. Competitive Salaries – Be rewarded with remuneration that reflects your experience and contribution. Diversity & Inclusion Committees – Be part of creating a workplace where everyone feels valued, supported, and included. Engagement Activities All Year Round – Enjoy social events, wellbeing initiatives, and team-building activities that strengthen our community. Supportive, Community-Driven Culture – We’re not just a team — we’re a connected, people-focused community making a meaningful impact. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the asi solutions team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing support Owning incidents Mentoring junior engineers Key Strengths ️ Technical support experience ☁️ Microsoft 365 expertise Documentation skills Vendor certifications Service improvement experience ⚖️ Compliance exposure A Final Note: This is a role with asi solutions not with Hatch.
