Add service-desk capacity without lowering your service standard.
A dedicated MSP virtual team that works in your PSA and RMM, follows your escalation model, and operates as a genuine extension of your Australian service organisation — across support, specialist technical, delivery and account roles.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. Offshore IT support adds capacity without adding to that pressure.
The local labour market isn't making this easier
of Australian businesses experienced a cyber security incident during 2024–25, often losing time and productivity.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
job vacancies were recorded across Australia in May 2026 — 293,800 of them in the private sector.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
What's putting pressure on your desk
- Ticket backlogs building faster than rosters can absorb
- Local hiring constraints across support and specialist roles
- After-hours and weekend coverage gaps
- Senior engineer time consumed by repeatable tickets
- Inconsistent documentation across techs
- Limited capacity to onboard new recurring-revenue clients
What changes with a dedicated team
- Faster response across every priority tier
- Specialist coverage for network, cloud and security work
- Protected senior-engineer time for complex work
- A service-delivery layer that scales with new clients
- Clear account ownership through a Technical Account Manager
- Escalations that follow your model, not a generic script
Four clusters. Every part of an MSP covered.
MSP Support spans support tiers (L1 → L2 → Systems Engineer), remote MSP engineers covering specialist technical work (network, cloud, security, NOC), delivery & operations (projects, service delivery, procurement) and customer & account ownership.
Level 1 Service Desk Analyst
Triage and resolve first-line tickets — desktop, Microsoft 365, access and connectivity issues — documented and escalated cleanly.
View role → 02 · Support tiersLevel 2 Service Desk Engineer
Resolve escalated endpoint, identity, Microsoft 365 and network issues that outgrow first-line scripts.
View role → 03 · Support tiersSystems Engineer
Own complex systems incidents, server and cloud administration, and root-cause analysis beyond L2.
View role → 04 · Specialist technicalNetwork Engineer
Manage switching, routing, firewalls and connectivity health across client network environments.
View role → 05 · Specialist technicalMicrosoft 365 Engineer
Administer tenants, licensing, Exchange Online, Teams and SharePoint at a specialist level.
View role → 06 · Specialist technicalAzure Engineer
Manage Azure resources, identity and cloud infrastructure changes within an agreed authority matrix.
View role → 07 · Specialist technicalCyber Security Analyst
Monitor alerts, triage threats and coordinate response actions against a defined security playbook.
View role → 08 · Specialist technicalNOC Engineer
Monitor infrastructure health around the clock and coordinate first-line incident response.
View role → 09 · Specialist technicalEndpoint Administrator
Keep Windows, Apple and mobile endpoints enrolled, patched, compliant and ready for work across your customer environments.
View role → 10 · Specialist technicalMDM Administrator
Build and maintain the configuration policies that keep customer devices secure, consistent and compliant across Intune, Jamf and Workspace ONE.
View role → 11 · Specialist technicalTelephony Engineer
Add remote voice engineering capacity for customer activations, PBX and cloud calling configuration, fault isolation and ongoing support.
View role → 12 · Delivery & operationsProject Manager
Run technology projects and migrations end to end — scope, schedule, risk and stakeholder communication.
View role → 13 · Delivery & operationsService Delivery Manager
Own service governance — SLA performance, reporting cadence and continuous improvement across the account.
View role → 14 · Delivery & operationsProcurement Officer
Manage quoting, licensing and hardware procurement across distributor and vendor portals.
View role → 15 · Delivery & operationsSales Associate
Give your dealers and customers one reliable support point for orders, billing questions, first-line technical help and fault follow-up.
View role → 16 · Customer & accountTechnical Account Manager
Own the client relationship day to day — account health, roadmap conversations and escalation ownership.
View role →Your best engineer already works from home. So why not Delhi?
If a role can already be done from a spare room in Parramatta, distance was never the real question — trust, oversight and standards were. Australian management, secure access, agreed hours and full activity reporting are what make that answer "yes."
"What is my outsourced employee actually doing?"
What you get
A day-by-day, auditable record of active hours, top applications used, and timestamped screenshots — the same evidence your on-shore staff would give you just by being in the office.
What stays with your onshore team
No uncontrolled privileged access, security-policy changes, production-impacting actions or client commitments outside the authority matrix you define. Major changes, architecture decisions and customer commitments remain with your authorised senior staff.
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about dedicated MSP & IT Support staff
Tell us the outcomes. We'll design the team.
A short guided brief — industry, roles, ticket volume, tools, work hours and target start date. No commitment, just a clear next step.