Business IT support

Business IT support services, answered by an engineer

When something breaks, your staff call an engineer in our Subiaco office who answers in about 25 seconds and owns the ticket until it is fixed. Most issues are fixed the same business day, remotely anywhere in Australia or on site across Perth.

Talk to us Get an instant price

Your price in two minutes, no email needed. Or call 1300 787 429.

Austin Technology service desk engineer on a support call in the Subiaco office

Our service deskAverage wait 25 seconds

25^secAverage wait to reach an engineer
15^minTriage on every ticket, logged or called
98.3^%Customer satisfaction on closed tickets
700⁺Reviews from the people who call us

Trusted by businesses across WA

01What we help with

Business IT support for everything your staff use

If it stops someone working, call us. These are the requests our service desk handles every day.

Logins and passwords

Account lockouts, password resets and multi factor authentication problems, sorted quickly and safely.

Email, Teams and Microsoft 365

Mail that will not send, shared mailboxes, calendars, Teams calls and access to OneDrive or SharePoint.

Laptops, desktops and mobiles

Slow machines, crashes, software installs and new devices, managed and set up through Intune.

Printers, Wi-Fi and the network

Printing and scanning, Wi-Fi dropouts, VPN and internet problems, in the office or at home.

Business applications

First line triage for your line of business apps, and we deal with the software vendor so you do not have to.

Starters, leavers and changes

New accounts and devices ready on day one, and access removed properly when someone leaves.

02How it works

What happens when your staff call

No call centre and no offshore queue. The same local team picks up, fixes it and keeps you updated.

25 sec
An engineer answers
Call, email or log it in the client portal. Phone calls are answered by an engineer, not a receptionist.
15 min
Triaged and prioritised
Every ticket is assessed within 15 minutes and prioritised by how many people it affects and how urgent it is.
Same day
Fixed remotely
Most issues are fixed remotely the same business day, with updates until the ticket is closed and a one click rating at the end.
On site
Hands on when needed
If it needs someone in the room, an engineer comes to you on site.

03IT support plans

Four plans, built around how you run IT

From monitoring for your own IT team to an IT department with a roadmap. Every plan is priced per person per month, and you can move between plans as you grow.

Monitoring

Austin Monitoring

Monitoring, patching and inventory

$20per person per month
ex GST, from 10 people

For businesses with their own IT person or team. We watch, patch and document; your team supports your staff.

1 hour of remote support for every 10 people a month, pooled
Business hours
Shared service desk

Best forInternal IT teams that want 24/7 monitoring, patching and a team to escalate to.

Essentials

Austin Essentials

Service desk with set hours

$45per person per month
ex GST, from 10 people

A service desk for your staff with a set number of hours each month, for teams with steady needs that do not want to pay for unlimited.

1 hour of remote support for every 5 people a month, pooled
Business hours
Named account manager

Best forSmaller teams with steady needs that want fast help with day to day problems.

ManagedMost clients

Austin Managed

Fully managed IT

$95per person per month
ex GST, from 10 people

Unlimited remote support and one team accountable for all of your IT: users, devices, Microsoft 365, backups, vendors and licences.

Unlimited remote support, fair use
Business hours, extended hours optional
Named account manager and service delivery manager

Best forGrowing businesses that want a full IT department without hiring one.

Partner

Austin Partner

Your IT department

$160per person per month
ex GST, from 20 people

Everything in Managed, plus extended hours, 24/7 critical cover, scheduled onsite time, a primary engineer and a roadmap with a budget, reviewed every quarter.

Unlimited remote support, fair use
Extended hours, 7am to 7pm weekdays, included
Account manager, service delivery manager and a primary engineer

Best forOrganisations of 20 to 500 staff that want an IT department, not just a help desk.

Prices exclude GST. Microsoft 365 licences are billed at the published price on the same invoice. Every managed device runs our 24/7 endpoint protection as a minimum ($6 a device) unless you add a SecureShield level, which includes it. See your price in two minutes.

04Plans side by side

Exactly what is included in each plan

Austin Technology IT support plans compared: Monitoring, Essentials, Managed and Partner
Inclusion	Austin Monitoring$20 a person, monitoring, patching and inventory	Austin Essentials$45 a person, service desk with set hours	Austin Managed$95 a person, fully managed it	Austin Partner$160 a person, your it department
Service delivery
Client portal, ticketing and a satisfaction rating on every ticket
Response and resolution targets, P1 30 minutes and 4 hours
Named account manager
Named service delivery manager
Primary engineer who knows your site
Monthly report: tickets, targets, patch status and system health
Review cadence		Annual	Monthly operations review, annual roadmap	Quarterly roadmap and budget, weekly huddle
Executive summaries for leadership
VIP support for named users			Optional
Monitoring and maintenance
24/7 monitoring of servers, devices, network and Microsoft 365 health
Patching of operating systems and applications on Essential Eight timeframes, with a critical fast lane
Alert triage and remediation	From your hours	From your hours
Asset inventory, warranty tracking and hardware lifecycle plan
Documentation of your environment, with read access for you
Backup job monitoring
Quarterly restore tests
Annual continuity workshop and recovery test
Microsoft 365, licences and devices
Tenancy management: users, groups, starters, leavers and changes
MFA enforcement and security defaults
Licence management: buy, assign, reclaim, one invoice, monthly true up
Licence optimisation review			Quarterly	Monthly
SharePoint, OneDrive and Teams support
Intune device management and Autopilot		Optional
Microsoft 365 backup	Optional	Optional	Optional	Optional
Support
Remote support	1 hour per 10 people a month	1 hour per 5 people a month	Unlimited	Unlimited
Support window	Business hours	Business hours	Business hours, extended optional	7am to 7pm weekdays
24/7 on call for critical incidents			Per incident
End user device, Microsoft 365, Office and standard application support
Line of business application triage
Vendor liaison: software vendors, carriers and phone system
Phone system support for systems we supply		Optional
Procurement with a standard hardware catalogue
Cyber insurance and client security questionnaire help
Custom onboarding and offboarding forms
Custom dashboards and workflows			Optional
Annual Copilot and AI readiness check
Loan laptop within four business hours when a device fails
Service credits if a P1 response target is missed
Onsite, Perth metro
Onsite when remote cannot fix a fault	Standard rate	Standard rate, no callout fee
Scheduled onsite time			Optional	1 hour per 10 people a month, minimum 4
Regional and interstate sites	Quoted	Quoted	Quoted	Quoted

Swipe the table sideways to see every plan.

Included hours are pooled across your team each month and do not roll over; extra time is billed in 15 minute blocks at our standard rate. Unlimited means unlimited remote support for the people and devices we cover, under fair use; projects are quoted as a fixed price. Plans start at 10 people and Partner at 20.

Not sure which plan fits your team?

Tell us how you run IT today. A technical consultant will scope it with you and send a fixed quote.

Talk to us 1300 787 429

05Add to any plan

One team for all of it, added when you need it

Published prices for the common add ons, per month excluding GST. Everything else is quoted as a fixed price by the same team, so you never manage five suppliers.

$6 a device

Endpoint protection

24/7 endpoint detection and response, the floor on any plan without a SecureShield level.

$25, $60 or $100 a user

SecureShield

Core, Control and Command security levels, covering every user and device.

$5 a user

Microsoft 365 backup

Email, OneDrive, SharePoint and Teams kept separate from Microsoft, with restores on request.

$150 each

Managed server

Monitoring, patching, backup checks and support for a server on site or in the cloud.

$95 each

Additional site

Monitoring and support for each office, clinic or yard after the first.

$30 a TB

Offsite immutable backup copy

A second copy of your backups that cannot be altered or deleted for 31 days.

+15%

Extended hours on Managed

Service desk from 7am to 7pm weekdays. Included on Partner.

From $750 a month

Scheduled onsite visits on Managed

A half day on site each month, more by arrangement. Included on Partner.

Quoted as a fixed price

Projects and specialist services, scoped after a short call and delivered by the same engineers who look after your day to day IT.

Cloud hosting on AustinCloud and Azure Managed firewall, network and Wi-Fi Business internet, fibre and SD-WAN Cloud phone systems and Teams Calling Microsoft 365 and cloud migrations Intune device management for Essentials Essential Eight uplift and SMB1001 certification Virtual CIO and virtual CISO retainers Cyber incident response Penetration testing Power BI, data and custom software Copilot rollout and AI readiness Regional and interstate site visits Prepaid support hour packs

06Reporting

See whether your IT support is working

IT support should not be a black box. You see the numbers, the recurring problems and the plan to fix them.

Satisfaction on every ticket

Every closed ticket has a one click rating, so you always know how your people feel about their support.

Monthly reports

Ticket volumes, SLAs, trends and system health, in plain English rather than a data dump.

Recurring issues fixed

We flag problems that keep coming back and plan the fix at the cause, before they turn into outages.

A person who owns it

Your service delivery manager reviews results with you and turns the data into clear next steps.

Summaries for leadership

Executive summaries on Managed and Partner link IT to uptime, productivity and risk, ready for the board.

Better every month

We use the numbers to cut noise, speed up fixes and lift the experience for your staff over time.

07From the people who call us

What clients say about our service desk

Every review comes from a real support ticket. These are three of more than 700.

“Arthur turns every IT problem into a non-issue and does it with real patience and professionalism.”

Bronte J.Indian Ocean Hotel

“Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice.”

Peter AlexanderKoch Solutions

“After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin.”

Mark HutchisonLifewood

08Client stories

Teams that hand us the day to day

Businesses that rely on our service desk and engineers every day, and what changed once they did.

Not for profit · Managed IT

Carers WA case study

136 laptops onboarded, shared tools for the internal IT team and patching on the schedule staff already knew.

thyssenkrupp Industrial Solutions office building and signage

Engineering · Managed IT

thyssenkrupp Industrial Solutions case study

380+ users and six sites supported through 100+ projects and a change of owner.

Industry body · Managed IT

Motor Trade Association of WA case study

Managed since 2013, through a full rebuild and several office moves.

Thirteen client stories in full, with the numbers.

All client success stories

09Remote and onsite

Remote IT support, and onsite across Perth

Remote IT support covers most of what your staff need. An engineer connects to the computer with the user's permission, fixes the problem while they watch and closes the ticket the same day. It works the same way for a city office, a site in regional WA or a team in another state.

Our engineers work from our office at 541 Hay Street, Subiaco, and come to site across the Perth metro area for hardware, office moves, new starters and anything that needs hands on keyboards.

Regional WA and interstate offices of our clients are supported remotely, with scheduled visits when they are needed. Every engineer is based in Australia, so you are never routed offshore.

Perth CBD
West Perth
Subiaco
Osborne Park
Fremantle
Joondalup
Midland
Canning Vale
Regional WA
Interstate offices

IT support by industry

Medical and healthcare Mining, oil and gas Engineering Professional services Manufacturing Not for profit Law firms Accountants and financial advisers Construction

10Recognised and certified

A top 50 MSP in Australia, three years running

Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.

Cloudtango Top 50 MSP in Australia 2026, 2025 and 2024

Top 50 MSP in Australia Cloudtango, 2024, 2025 and 2026. Assessed on client satisfaction, growth and the depth of our security, support and infrastructure services. Read our client reviews on Cloudtango

An Austin Technology service desk engineer on a call with a client

ISO 27001

Information security

Our information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.

How we protect your data

ISO 9001

Quality management

Support tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.

11Questions

IT support questions

What business owners and IT managers ask before choosing an IT support company. Anything else, call 1300 787 429.

How quickly do you respond to IT support requests?

Calls to our service desk are answered in about 25 seconds on average, and every ticket is triaged within 15 minutes. Every plan includes a same business day response SLA, and most issues are fixed the same day. See IT help desk services.

Do you provide onsite IT support?

Yes. Most issues are fixed remotely within minutes, and our engineers come to site when hands on work is needed. Ad hoc onsite support is available on every plan and Austin Partner includes scheduled visits. Regional WA sites are supported remotely with planned visits.

Do you offer after hours or 24/7 IT support?

The service desk runs in business hours on Monitoring and Essentials. Managed clients can add extended hours and reach our on call engineer for a critical incident at any hour, paid per incident. Partner includes 7am to 7pm cover and 24/7 critical incident cover. Every plan includes 24/7 monitoring, so problems are picked up overnight even if nobody calls.

How much does IT support cost for a small business in Perth?

Our plans are priced per person per month. Essentials, a service desk with a set number of hours, is $45 a person. Managed, with unlimited remote support, is $95. Partner is $160 and Monitoring, for businesses with their own IT person, is $20, all excluding GST. You get a fixed quote after a short scoping call. See managed IT services pricing.

What size businesses do you support?

Most of our clients have between 10 and 500 staff. Smaller teams usually start on Austin Essentials, most businesses run on Austin Managed, and organisations with their own IT staff often use Austin Monitoring alongside them. See IT support for small business.

Can you work alongside our internal IT person?

Yes. Austin Monitoring was built for exactly that: we monitor, patch and document your systems while your IT person looks after users and projects. We can also cover the service desk, holidays and after hours, with a clear split of who owns what. See co-managed IT.

Are we locked into a contract?

Our agreements are plain and short. We would rather keep your business by doing the work well than by holding you to a term.

How do we switch from our current IT provider?

Most transitions take six to eight weeks. We handle the detailed work, including the handover from your current provider, documenting your environment and planning the cutover, so your staff barely notice the change. If you are still in a contract, we plan around the end date.

Client feedback

What our clients say

800+ reviews from the people who call our Perth service desk every day.

700+
30+
70+

01 / 08

“Turns every IT problem into a non-issue”

Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.

Bronte J.Indian Ocean Hotel
“Patient, capable and a genuine listener”

The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.

Peter MidgleyPowertech
“Steady, thoughtful and stress free”

Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.

Jason CavallaroCallidus Process Solutions
“Resolved the issue within minutes”

The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.

Kirk LentonPilbara Construction
“The extra guidance made it more valuable”

Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.

Tony YoungOptimus Real Estate
“Resolved quickly, with none of my work lost”

They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.

Warner PriestInterContinental Energy
“Calm, patient and always willing to help”

Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.

Peter AlexanderKoch Solutions
“Refreshing after two unreliable IT providers”

After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.

Mark HutchisonLifewood