Managed IT Services Sydney | Remote-First IT Support

How we support Sydney clients

A lot of managed IT providers advertise "local engineers" in every capital city. We'd rather tell you exactly how it works, because the model is the reason it works well.

Most of what a managed IT provider does day to day never needed a person at your desk. Password resets, Microsoft 365 and Teams issues, access requests, printer queues, software installs, new starters, patching, backup checks and security alerts are all handled remotely, and handled faster that way. Our service desk resolves these over an encrypted remote session, while our NOC watches your servers, network and backups around the clock so many problems are fixed before anyone notices.

That leaves the jobs that really do need hands: failed hardware, network equipment, an office move or a fit-out. For those we arrange an on-site visit. How site visits work for your Sydney location is agreed and written into your agreement before you sign, so there are no surprises on the day.

What you can count on

The engineers answering your Sydney team's calls are the same Australian engineers who support our Melbourne clients. Same service desk, same published SLAs, same documentation of your environment. No offshore queue and no subcontracted help desk.

Same clock, one small difference

Sydney and Melbourne share a time zone, so our 8:30am to 5:30pm service desk hours are your business hours too. The one thing to know is that our business-hours SLAs are measured excluding Victorian public holidays, which occasionally differ from New South Wales ones. The NOC and our after-hours on-call rotation for severity-1 issues run regardless.

Who it suits

Built for businesses that don't live in one building.

Our model fits Sydney organisations whose IT is already cloud-based and whose people are spread across more than one location.

Offices in Sydney and Melbourne.

If you run sites in both cities, you don't need two IT providers with two sets of standards. One agreement, one standard operating environment, one set of documentation, and on-site support from our headquarters for your Melbourne office.

National and multi-site teams.

For businesses with staff across several states, or a Sydney office plus people working from home, a remote-first desk supports everyone the same way. Nobody gets second-tier service because they're further from an office.

Microsoft 365 and cloud-first setups.

When your email, files and line-of-business apps live in the cloud, very little IT work is tied to a physical location. As a Microsoft Solutions Partner we manage Microsoft 365, identity and devices centrally, which is where most of the work is.

What's included

Everything you'd expect from a managed IT agreement, delivered remotely first.

Every managed IT plan includes the same 21-service foundation, whether you're in Sydney or anywhere else. These are the parts Sydney and multi-site clients lean on most.

Service desk & NOC

Unlimited remote support in business hours with published response and resolution targets, plus 24/7 monitoring of your infrastructure. Details on the Service Desk & NOC page.

Multi-site connectivity

Internet links, SD-WAN and site-to-site VPN between your Sydney office and other locations, designed and managed carrier-neutral through our connectivity service.

Identity & device management

Device management and updates, user policy enforcement and patching across every laptop, wherever it is. Premium adds conditional access policies so sign-ins from unexpected places get challenged.

Cloud backups & DR

Backups verified daily and restores tested quarterly through Cloud Backups & DR, so recovery never depends on someone being in the office.

Teams calling across offices

One phone system for every site through Unified Communications: Microsoft Teams calling, IVR and call flows, so Sydney and Melbourne staff share one number plan.

Security operations

Our Security Operations Centre, DMARC & phishing protection and security awareness training come with Premium, monitoring every location from one place.

A few words from our clients

What working with us is actually like.

Feedback from clients on the service they get from our team. For a longer example, read the MEDirect case study.

Very lucky to have an IT partner of synfo's calibre. In this day and age it's critical to have technology work for you, which allows our team to focus on their core competencies.

Brett FrancescuttiManaging Director

Our experience with synfo, as MEDirect's chosen managed services IT provider, has been extremely positive. The team, under the leadership of Chris and George, consistently delivers services that exceed our expectations. They are more than just problem solvers; they are attentive partners who really listen and ensure we're kept in the loop with clear and frequent communications.

Ross BakerCo-Founder, MEDirect

Frequently asked

Managed IT in Sydney: straight answers.

The questions Sydney businesses ask when they find out our team is based in Melbourne.

Do you have an office or engineers in Sydney?

No. Our headquarters and engineering team are in Doncaster, Melbourne. Sydney clients are supported remotely by that same team through our service desk and 24/7 NOC, with on-site visits arranged when a job needs someone physically present. We'd rather be clear about that than claim a local office we don't have.

What happens when something in our Sydney office needs hands-on work?

We arrange an on-site visit. How site visits are handled for your location is scoped and agreed in your agreement before you sign, so you know in advance how hardware failures, network work or office moves will be covered. In the meantime the engineer who owns your ticket stays on it remotely.

Are your support hours the same as ours?

Yes. Sydney and Melbourne share a time zone, and our service desk is open 8:30am to 5:30pm Monday to Friday. Business-hours SLAs are measured excluding Victorian public holidays, which occasionally differ from New South Wales ones. The NOC monitors your systems 24/7 and severity-1 alerts after hours go to our on-call rotation.

We have offices in Sydney and Melbourne. Can one provider cover both?

Yes, and it's one of the situations our model suits best. Both offices sit under one agreement with one standard operating environment, one service desk and one set of documentation. Your Melbourne office also gets on-site support from our Doncaster headquarters.

How long does it take to switch from our current IT provider?

For a 25-person business with reasonably tidy IT, onboarding usually takes 2 to 4 weeks: discovery and documentation, deploying monitoring, anti-virus and backup tooling, cutting support over to our service desk, then a review. Much of it can be done remotely. Larger or more complex environments take longer, and we'll give you a realistic plan up front.

Other locations

The same team across the country.

Wherever your offices are, they're supported from one place.

See whether our model fits your Sydney business.

Start with a free IT audit. We'll review your environment, talk through your sites and people, and tell you honestly whether remote-first support with on-site visits suits how you work.

Book A Free IT Audit See managed plans

Managed IT for Sydney businesses. One team, wherever your people sit.