IT support in Sydney, answered by senior local engineers

We work with businesses throughout the Sydney metropolitan area. Most support is delivered remotely, which means location makes no difference to how quickly we respond — but when someone needs to attend in person, proximity matters.

Our clients are concentrated across Sydney CBD, Parramatta, North Sydney and Chatswood, and through the southern suburbs closest to our Rockdale office. If you're elsewhere in Sydney metro, we'll almost certainly still cover you — ask us.

When you contact our helpdesk, the person who answers can usually fix the problem. That sounds obvious. It isn't how most support desks are built.

The common model is a first tier whose job is to log your ticket, run through a script and escalate anything genuinely technical. You explain the problem twice, sometimes three times, and the clock is running the whole while.

We don't do that. Our engineers are senior, they're in Australia, and they have the authority to resolve rather than route. It's the single biggest reason our acknowledgement time is 13 minutes rather than four hours.

The large majority of IT problems don't require anyone to be in the room. Software faults, account lockouts, email issues, permissions, configuration, performance problems — all of it is faster remotely, because there's no travel between you asking and us starting.

Remote support is unlimited on every plan. Ask as often as you need to.

When something does need hands on it — hardware failure, cabling, a new site setup, a physical move — we attend. Onsite visits are quoted separately from the monthly fee.

Not every problem is a ten-minute job, and how a provider handles the hard ones matters more than how they handle the easy ones.

Every request goes into a ticketing system with a full history you can audit, so nothing depends on someone remembering a conversation. Your environment is documented on a platform we maintain offsite — not in one engineer's head — so whoever picks up your ticket already knows how your systems are built.

Complex issues escalate to a senior engineer and your dedicated account manager, who knows your business rather than reading it off a screen for the first time. Quarterly business reviews then look at what's recurring, so persistent problems get fixed at the root instead of being handled repeatedly.

Day-to-day support is one part of a managed IT plan. The plan also includes Microsoft 365 administration, device monitoring and patching across operating systems, applications and your line-of-business software, network and internet support, asset management, documentation and quarterly planning.

Every tool and platform we use to deliver that is licensed by us and included in the per-user price — the RMM agent, the ticketing system, the documentation platform, the monitoring and reporting tooling. The only thing you licence separately is Microsoft 365.

For the full inclusion list and how support is scoped for smaller teams, see small business IT support.

Every LOOKUP client runs a cyber security services plan alongside IT support, from $85 per user per month. Managing an environment we haven't secured means we can't promise it stays working, so it isn't offered as an optional extra.

That covers managed antivirus and endpoint protection, email and web filtering, firewall management, MFA and a password manager for every user, cloud backup with 12 months retention, staff security awareness training, and incident response with no hourly charges. Details are on our cyber security services page.

Managed Services is $125 per user per month. Every client adds a cyber security plan from $85 per user. Most businesses start at $210 per user per month, with a five-user minimum.

There's no minimum contract. Longer 12, 24 and 36-month terms are available if you'd prefer to fix your costs, and there's a two-month cooling-off period after onboarding — for the first two months you can walk away. Terms and conditions apply.

Microsoft 365 licensing, onsite attendance, on-premises servers and devices beyond one PC per user are quoted separately. Onboarding is a separate project, quoted per client. See full pricing.