IT Support Consultant (L1/L2)

Max Computing is an established, family-owned Managed Service Provider (MSP) specialising in Apple, Microsoft and cloud technologies. With over 18 years of experience, we provide end-to-end IT services, including technical support, managed services, consulting, hardware procurement and project delivery. Our values of Passion, Integrity and Excellence underpin the way we work. We believe great IT support is about more than fixing technical problems — it's about understanding our customers, building strong relationships and delivering the right solutions at the right time.

We're looking for an IT Technical Consultant to strengthen our helpdesk and consultancy team.

About the role

This is a hands-on technical support and consulting position, primarily focused on Level 1 and Level 2 support, with opportunities to develop broader technical skills and contribute to customer projects. You’ll work directly with customers and alongside experienced consultants, supporting a diverse range of Apple, Microsoft, networking and cloud environments. We’re looking for someone who enjoys solving problems, takes ownership of their work and understands that effective IT support relies on both individual initiative and collaboration.

What you’ll be doing:

• Responding to, triaging and resolving customer support requests efficiently and professionally.
• Taking ownership of tickets and progressing them towards successful resolution.
• Troubleshooting Windows, macOS, Microsoft 365, networking and related technology issues.
• Preparing, configuring and deploying Windows PCs, Macs and associated equipment.
• Supporting customer onboarding, offboarding, maintenance and system administration.
• Monitoring customer environments and responding to alerts and maintenance requirements.
• Identifying when assistance or escalation is appropriate and proactively collaborating with colleagues.
• Keeping customers informed and maintaining accurate ticket notes and technical documentation.
• Assisting with onsite customer support, installations and technical projects.
• Contributing to improvements in technical processes, documentation and customer environments.
• Continuing to develop your technical knowledge and capabilities.

What success looks like:

At Max Computing, we value outcomes over simply being busy. A successful consultant takes responsibility for progressing work, communicates effectively, asks for help when appropriate and works collaboratively to deliver the best outcome for the customer. We don’t expect you to know everything. We do expect you to demonstrate initiative, sound judgement, a willingness to learn and a commitment to completing work to a high standard. You’ll be trusted to manage your responsibilities while having access to experienced colleagues when you need support.

Benefits and perks:

• A supportive, collaborative team.
• Diverse technology and customers.
• Learning and development opportunities.
• Flexible working arrangements.
• Convenient location.

Skills and experience:

Required:

• Demonstrated experience in IT technical support, preferably within an MSP or other multi-customer environment.
• Practical knowledge of Windows and Microsoft 365 administration and troubleshooting.
• Familiarity with Apple's macOS ecosystem and willingness to develop further Apple support expertise.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritise competing support requests and manage your workload effectively.
• Initiative to progress technical issues independently while recognising when collaboration or escalation is appropriate.
• Commitment to delivering timely, effective customer outcomes.
• Positive attitude towards technical documentation, ticket notes and knowledge sharing.
• Strong attention to detail and a methodical approach to technical work.
• Willingness to learn, develop and contribute positively to the team.
• Ability to work professionally with customers both remotely and onsite.

Highly desirable:

• Previous experience in an MSP environment.
• Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive.
• Apple macOS troubleshooting, configuration and management.
• Microsoft Intune, Apple Business Manager or other MDM platforms.
• Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
• Active Directory, Entra ID and user identity management.
• Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs and VPNs.
• Firewall, wireless networking and general network troubleshooting.
• Experience preparing and deploying Windows PCs and Apple Macs.
• Endpoint security, patch management and vulnerability remediation.
• Basic scripting or automation using PowerShell, Bash or similar tools.
• Understanding of VoIP systems and troubleshooting.
• Relevant Apple, Microsoft or industry certifications.
• Experience supporting creative, design, engineering or professional services organisations.
• Current Australian driver's licence.

We don't expect applicants to have expertise in every technology listed above. We're more interested in practical capability, problem-solving skills, initiative and a genuine willingness to develop.