IT Support Engineer – Level 1
Level 1 IT Support Engineer at a Gold Coast MSP, providing frontline client support: answering tickets, troubleshooting Windows 10/11 desktops and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), configuring hardware, and escalating complex issues to senior engineers. Onsite role with a path toward Level 2.
- Compensation
- Not disclosed
- Location
- Biggera Waters, Gold Coast QLD
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Hold a current Australian driver's licence
- Strong written and spoken English communication skills
- Australian citizen or permanent resident with unrestricted working rights
- Currently reside in Australia
- Available for occasional after-hours work if required
- Willing to undergo reference and background checks
Nice to have
- Some previous IT support, Help Desk or Service Desk experience
- Good Windows 10/11 troubleshooting skills
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Understanding of computer hardware and peripherals
- Basic networking knowledge
- Good troubleshooting and problem-solving skills
- Good organisation and time-management skills with attention to detail
- Ability to follow documented procedures and work independently
- Previous experience working for an MSP or IT service provider
- Microsoft 365 administration exposure: Entra ID, Exchange Online, Intune, Defender
- Windows Server, macOS, TCP/IP, DNS, DHCP and network troubleshooting exposure
- Exposure to MSP tools such as Autotask PSA, IT Glue, Datto RMM/EDR
- Backup, recovery and endpoint security exposure
- Microsoft certifications or other relevant IT qualifications
Full description
Cursa Pty Ltd is a Gold Coast-based IT services provider delivering reliable, secure and practical technology solutions to businesses.
We support our clients across Microsoft 365, cloud services, cybersecurity, networking, backup, endpoint management and day-to-day IT support.
As Cursa continues to grow, we're looking for an enthusiastic Level 1 IT Support Engineer to join our technical team.
This is a hands-on role suited to someone who enjoys technology, problem solving and helping people. You'll be responsible for providing frontline technical support to our clients while working alongside experienced engineers who can assist with more complex issues.
You don't need to know everything on day one. We're looking for someone with good IT fundamentals, strong communication skills, initiative and a genuine desire to develop a career in IT.
What you'll be doing
As part of the Cursa technical team, you'll:
- Respond to incoming client support requests and service tickets
- Provide friendly and professional Level 1 technical support
- Troubleshoot Windows desktops, laptops and common business applications
- Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint
- Assist with Microsoft 365 user accounts, passwords, groups and permissions
- Assist with new user onboarding and employee offboarding
- Configure and deploy desktops, laptops and Microsoft 365 applications
- Troubleshoot printers, scanners and other business peripherals
- Assist with basic internet, Wi-Fi and network connectivity issues
- Assist with email and Outlook troubleshooting
- Perform basic hardware diagnostics and troubleshooting
- Provide support remotely, by phone, email and onsite when required
- Accurately document support requests, troubleshooting and resolutions
- Keep clients updated throughout the support process
- Escalate more complex technical issues to Level 2 and senior engineers
- Maintain and update client technical documentation
About you
We're looking for someone who enjoys technology but also understands that great IT support is about people as much as computers.
Ideally, you'll have:
- Some previous IT support, Help Desk, Service Desk or similar experience