Level 1/ Level 2 IT Service Desk Technician
Level 1/2 IT service desk technician at a small Canberra IT services provider (MSP), handling clients' day-to-day IT issues via remote troubleshooting and on-site visits. Work spans Windows, Microsoft 365, Active Directory, servers, backups, networking and printer/infrastructure support, with ticket resolution under SLA.
- Compensation
- A$70K–A$80K / yr
- Location
- Canberra ACT
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Demonstrated experience in an IT support, helpdesk or similar customer-facing technical role
- Solid working knowledge of Windows, Microsoft 365 and general networking
- Confident troubleshooting independently, with sound judgement on when to escalate
- Reliable and able to work well as part of a small team
- Current driver's licence and based in or around Canberra
- Good written and verbal communication
- Calm, customer-focused, and able to prioritise under pressure
- Organised and reliable, with a genuine willingness to pitch in
Full description
Salary: $70,000 – $80,000 per year
About the role
We're looking for a Level 1/2 IT Technician to join our support team. You'll be handling our clients' day-to-day IT issues across a mix of remote troubleshooting and on-site visits around Canberra, and taking ownership of the more involved work: servers, networks, Microsoft 365, infrastructure and print. Whether you're a confident Level 1 ready to step up or an established Level 2 who can run their own queue, this is a genuinely varied role in a small team where you get your hands on the whole stack rather than one slice of it.
Key responsibilities
- Provide first and second-line support for desktops, laptops, mobile devices and peripherals
- Troubleshoot hardware and software issues across Windows, Microsoft 365, printers and network connectivity
- Administer Microsoft 365 and Active Directory — accounts, permissions, security groups and licensing
- Diagnose and resolve server, backup and network issues, escalating to Level 3 where needed
- Visit client sites across Canberra for installs, break-fix work and routine maintenance
- Support and maintain client servers, network equipment and infrastructure, both on-site and remotely
- Carry out hardware deployments, upgrades and migrations — including the occasional out-of-hours cutover where a client needs it
- Attend client sites to service, repair and maintain printers and multifunction devices
- Log, manage and resolve support tickets within SLA guidelines
- Keep clear, accurate notes and time entries against jobs
About you
- Demonstrated experience in an IT support, helpdesk or similar customer-facing technical role
- Solid working knowledge of Windows, Microsoft 365 and general networking
- Confident troubleshooting independently, and sound judgement about when to escalate
- Reliable, and able to work well as part of a small team
- Current driver's licence and based in or around Canberra
- Good written and verbal communication
- Calm, customer-focused, and able to prioritise under pressure
- Organised and reliable, with a genuine willingness to pitch in
About us
At Cyntex, we deliver reliable, hands-on IT support to a range of businesses across Canberra. As a growing local IT services provider, we look after everything from day-to-day helpdesk support through to more advanced systems and infrastructure management, backed by a small, close-knit team who take real ownership of our clients' technology.