Service Delivery Specialist

About the Opportunity

As a Service Delivery Specialist at Modn Tech Solutions, you’re the technical engine of the reactive helpdesk, the person clients rely on when something goes wrong and the one the team turns to when a problem needs to be resolved quickly and cleanly. You’ll own Level 2 issues end-to-end across the modern hybrid stack, communicate confidently with clients throughout, and be a steadying presence for the junior technicians around you.

The role is split between the helpdesk and the field. You’ll be hands-on at client sites across Perth, with occasional short-term project travel adding variety to your week. You’ll report directly to the Technical Manager and sit at the heart of a team that values technical sharpness, honest communication, and people who make everyone around them better.

If you’re technically solid, client-savvy, and ready to take genuine ownership of your work this is the role for you.

What You’ll Be Doing

Level 2 Issue Ownership

• Take prompt ownership of Level 2 incidents and service requests, triaging effectively and driving issues through to resolution without unnecessary delays or handoffs
• Apply structured troubleshooting across Microsoft 365, cloud and on-premises environments, diagnosing root causes, not surface symptoms
• Exercise sound escalation judgement, hold issues at Level 2 where you can, escalate to Level 3 or the Technical Manager promptly and with clear context when needed

Microsoft 365 & Cloud

• Deliver expert support across the M365 suite, Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID and Defender, covering configuration, troubleshooting and user enablement
• Support and administer Azure services, hybrid identity environments, and cloud-based backup and security tooling
• Stay current with Microsoft product developments, licensing changes and emerging cloud capabilities

On-Premises & Hybrid Environments

• Support Windows Server, Active Directory, DNS, DHCP, Group Policy and virtualisation platforms at Level 2
• Work confidently across hybrid environments, understanding the interplay between on-premises infrastructure and cloud services

Client Communication & Site Work

• Own client communication on every issue, clear, timely, jargon-free updates from first contact through to resolution
• Travel to client sites across Perth for onsite support, hardware work and project assistance
• Occasional short-term project travel may be required, great variety for the right person
• Present yourself professionally on every visit, you’re often the most visible face of Modn Tech Solutions

Team & Knowledge

• Be a resource for junior team members, the standard you hold yourself to sets the standard on the helpdesk floor
• Document resolutions, workarounds and technical findings clearly, contributing to a knowledge base that makes the whole team faster
• Flag recurring issues, unusual fault patterns and emerging trends to the Technical Manager
• Manage your ticket queue with discipline, SLA adherence, accurate time tracking and clean records throughout

Technologies You’ll Work With

• Exchange Online, Teams, SharePoint, OneDrive, Intune
• Windows Server, Active Directory, DNS, DHCP, Group Policy
• Entra ID (Azure AD), Defender, hybrid identity
• Azure services, cloud backup & monitoring tools
• Virtualisation platforms, hybrid environment support
• Cloud-based security tooling, endpoint management

What We’re Looking For

Essential:

• Proven Level 2 helpdesk or MSP experience, you’ve owned issues end-to-end, not just triaged them
• Strong working knowledge of Microsoft 365, Exchange Online, Teams, SharePoint, Intune, Entra ID
• Solid understanding of on-premises environments, Windows Server, Active Directory, DNS, DHCP, Group Policy
• Experience supporting hybrid environments (on-premises + cloud)
• Excellent client communication skills, you can deliver bad news professionally and keep clients calm under pressure
• Sound escalation judgement, you know what you can handle and when to hand off, and you do both well
• Current Australian driver’s licence (regular client site visits are part of the role)
• Right to work in Australia

Desirable:

• Microsoft certifications (MS-900, AZ-900, MD-102, MS-102 or equivalent)
• Experience with Azure services and cloud-based backup or security tooling
• Previous MSP experience — comfortable working across multiple client environments simultaneously
• Exposure to PSA / RMM platforms (HaloPSA, Datto, etc.)
• Familiarity with VoIP systems (Teams, Access4, 3CX or similar)

What’s in It for You

• $70,000–$85,000 + superannuation, based on experience
• A genuine Level 2 role with real technical depth - you’ll own problems, not just log them
• Mix of helpdesk and field work, variety built into every week
• Occasional short-term project travel for added experience and variety
• Clear pathway to senior engineer, team lead or specialist roles
• Broad technology exposure across the full modern hybrid stack
• A tight-knit, high-performing team culture where your contribution is visible and valued
• Two Perth office locations, Balcatta and Henderson with occasional WA and National Travel
• Accessible leadership and a Technical Manager invested in your growth
• Support for ongoing certifications and professional development
• A company that takes quality seriously and so will you

How to Apply

If you’re technically sharp, take pride in your work, and want a role where the quality of what you bring genuinely matters - we’d love to hear from you.

Apply Now and attach your CV along with a short cover letter that tells us:

• Where you’ve worked at Level 2 and what environments you’ve supported
• A technical problem you’re proud of resolving and how you approached it
• What appeals to you about the MSP environment and working across multiple clients