Response Team (Help Desk) – Level 1.5 – 2

There are MSP’s and then there is TechBrain, the IT Expert’s MSP.

By joining our Team you will get the opportunity to:

  • Access our unlimited Free Book Program
  • Participate in our unlimited Coffee with Interesting People Program
  • Obtain ongoing training and personal development
  • Experience new diverse and interesting work with regular new client wins
  • Be recognized and valued for the work you do and win our JEDI Award
  • Get you Funky Sock on, on Fridays
  • Do Good by actively contributing to Australian non-profit charity On My Feet that has a mission to tackle homelessness

Share Values that get you excited to jump out of bed in the morning:

  • Be passionate and determined
  • Pursue growth and learning
  • Embrace innovation and change
  • Pursue remarkable outcomes and WOW the customer

Work towards a purpose that challenges you to bring your A-Game, every day (to remove frustration for customers and help them outperform through intelligent solutions and exceptional service)

We are seeking an additional passionate and experienced Response Team Member to join our team. This is an exciting opportunity to be part of a business that is growing strongly and poised to become the Managed Service Provider of choice for clients and employees alike. As a member of the Response Team you will have the opportunity to contribute directly to the success of the company by not only providing an excellent service to our clients and their team members, but by building outstanding client relationships to ensure that they feel like valued members of the TechBrain family. And we want you to join us!

And we want you to join us!

With leading employee satisfaction and customer experiences we are proud of our team and proud of our business.  Just read our Google Reviews to see what our customers say:

  • TechBrain and its employees are simply amazing. They always go above and beyond to help 6/5 stars for sure! 🙂
  • We always receive excellent service from the team, especially when working away at our remote sites. First class.
  • Fantastic staff and impeccable service.  Fast, knowledgeable with great communication on any issues.

More details on how TechBrain can supercharge your IT career can be found here: or read on to learn more and APPLY to join one of Australia’s fastest growing tech companies

Company Background

TechBrain was founded in 2002 and has been growing ever since.  We have a loyal, active and growing client base of businesses, government and not-for-profit organisations from over 30 industries including health, professional services, mining, engineering, insurance and finance and a great team of passionate and determined IT experts who love what they do.  Check out our great office location in West Perth, Western Australia near to public transport, shops, cafes, restaurants and Perth Arena.

The Role We are seeking a person who is not only passionate about technology but passionate about helping people, to join our amazing Response Team. Reporting to the Response Team – Team Lead you will be based at our West Perth office working with our predominantly CBD based clients in the mid-market space (20-200 seats). This is the right role for a candidate that wishes to specialize in a career that delivers solutions to this market.

Responsibilities for this role include, but are not limited to

  • Being at the frontline, for incoming calls for assistance from our clients.
  • Providing 1st and 2nd level support to our clients based on ticket priority.
  • Solving our client’s IT issues in a manner that exceeds their expectations.
  • Taking accountability and ownership for our client’s IT issues as allocated on the Response Team Board,
  • New Ticket Triage.
  • Creating and documenting tickets, problem descriptions and technical background to ensure that our team members have all the information required to determine the right solution for the issue.
  • Completing assigned backup checks.
  • Updating ticket status as they change.
  • Updating client and internal documents to reflect changing environments and knowledge.

The successful candidates will have:

  • A funky pair of socks (but if you don’t, we will give you some when you start and, on your birthday).
  • Highly skilled client support and relationship management skills.
  • The ability to assist non-technical people understand technical aspects.
  • Exceptional planning and organisation skills.
  • High level written and documentation skills.
  • Ideally have experience in:
    • A MSP Help Desk or external provider role and/or experience in providing detailed account of time for billing purposes
    • Server Issues (Level 2)
    • Desktop troubleshooting (Level 2).
    • AD / Exchange / Office 365 (System admin capability)
    • ConnectWise (Manage, Automate and Connect)
    • Trend, Storagecraft and Veeam products and services
    • ITIL Foundation Cert (current or in progress)
    • MCP in the latest Windows Desktop Operating System
    • Backup related issues

    The ideal person for this role would be someone who:

    • Takes genuine pleasure being on fast paced Help Desk.
    • Is a confident verbal communicator, who is always eager to help people and exceeding their expectations.
    • Has a thirst for knowledge and loves learning new IT systems and software.
    • Is an excellent organiser and scheduler of their own work.
    • An excellent team player with a great sense of humor.
    • Wants to develop strong relationships with our clients and team members, because working with people is fun.
    • Loves a varied work load and who is adaptable to changing work demands.
    • Is always thinking up potential improvement opportunities and innovations, because there is always a better way of doing things.
    • An excellent team player with a great sense of humour.
    • Loves a varied work load and who is adaptable to changing work demands.
    • Is always thinking up potential improvement opportunities and innovations, because there is always a better way of doing things.
    • Would love to take up the offer of our Unlimited Free Book Program or the Unlimited Coffee with Interesting People Program, because they are commit to ongoing professional development.

    How to Apply:

    If after reviewing this advertisement you find that this role is a good match for your interests and passions, please send us an application containing a cover letter and resume. The cover letter should contain information as to:

    1. Why you love working on the help desk, and
    2. A description of your home based IT environment.

    What Happens after I Apply?

    • Phone chats will be conducted by HR.
    • Online technical testing conducted.
    • Face-to-face interviews will be held in our offices in West Perth.
    All final applicants for this position will be asked to consent to a pre-employment medical and a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

    Please do not apply unless you are committed to the entire process. This process is essential to ensure that we get the best match for both our team and the successful individual.

    Narelle Di Trento
    HR Manager
*To be successful, the candidate will be required to provide evidence of claimed qualifications or experience and currently be able to work in Australia.*

The application form will include these questions:

  • Which of the following statements best describes your right to work in Australia?
  • What’s your expected annual base salary?
  • How much notice are you required to give your current employer?
  • Have you worked in a role where you were responsible for providing level 1 technical support?
  • Have you worked in a role where you were responsible for providing level 2 technical support?

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