Level 1 Service Desk Technician
Level 1 Service Desk Technician at an Australian MSP, acting as the first point of contact for client IT issues — logging, triaging, and resolving tickets within SLAs. Day-to-day work centers on Windows, Microsoft 365, basic networking, and Active Directory tasks, with escalation to Level 2/3 where needed.
- Compensation
- A$55K–A$75K / yr
- Location
- North Sydney, Sydney NSW
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 1+ years
- Category
- It support
- Posted
Skills
Must have
- 1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
- Strong knowledge of Microsoft 365 and Windows environments
- Basic Active Directory administration experience
- Familiarity with ticketing systems and SLA-driven environments
- Confident communicator with strong customer service skills
- Able to work in a fast-paced, high-volume support environment
- Problem solver with a proactive and positive attitude
- Willingness to learn and grow within a technical team
Nice to have
- Experience with Azure / Intune
- Exposure to ITIL practices
- MacOS support experience
- Certifications such as CompTIA A+, Network+, Microsoft Fundamentals
Full description
Salary: $55,000 – $75,000 per year
About Us
Emerging IT is one of Australia’s most awarded Managed Service Providers, supporting over 280 businesses nationwide. We’re a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.
We pride ourselves on doing IT differently — keeping things simple, human, and outcome-focused while continuously improving how we support our customers.
About the Role
We are looking for a Level 1 Service Desk Technician to join our Technical Support team. This is a hands-on, fast-paced role acting as the first point of contact for client IT issues.
You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.
This role is ideal for someone with 1–2 years’ MSP experience who is ready to grow their technical skills in a supportive and high-performing team.
Key Responsibilities
- Act as first point of contact for IT incidents and service requests
- Log, prioritise, and manage tickets through the service desk system
- Provide phone, email, and remote support to end users
- Troubleshoot Windows, Microsoft 365, and basic networking issues
- Support Active Directory tasks including password resets and account administration
- Escalate complex issues to Level 2/3 support where required
- Maintain clear communication with clients and internal teams
- Ensure all tickets are documented accurately and managed within SLA requirements
- Follow established processes and contribute to continuous improvement
About You
- 1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
- Strong knowledge of Microsoft 365 and Windows environments
- Basic Active Directory administration experience
- Familiarity with ticketing systems and SLA-driven environments
- Confident communicator with strong customer service skills
- Able to work in a fast-paced, high-volume support environment
- Problem solver with a proactive and positive attitude
- Willingness to learn and grow within a technical team
Desirable (Nice to Have)
- Experience with Azure / Intune
- Exposure to ITIL practices