Level 1 IT Support Technician Location: CBD or Inner East CBDWork Style: Hybrid | 4 days onsiteSpeciality: Managed Services The Story This is a well-established IT services business with a strong reputation for turning technology into a genuine competitive edge for their clients. With a national presence and offices across Australia and New Zealand, they support a diverse mix of SMEs and larger organisations across many different sectors, backed by dedicated teams locally and offshore. You'd be joining a busy service desk team who are genuinely proud of the quality of service they deliver - a collaborative pod where Level 1s, 2s and 3s work side by side to keep customers running. The Role Reporting to the Support Team Lead, you'll be a key Level 1 member of a busy service desk - the first point of contact for customers when things go wrong, and the calm, reliable voice that keeps them informed. You will: Provide first-level service desk support via phone and email, owning tickets through to resolution or escalationTroubleshoot and resolve common IT issues across Windows 10/11, Microsoft 365, hardware, and peripheralsLog, categorise and manage tickets through ConnectWise, following ITIL-aligned processesEscalate more complex issues to Level 2 engineers, with clear handover notes and contextAssist with software installations, updates, and basic user onboardingLiaise with third-party vendors, suppliers, and support partners as neededSupport asset management tasks and maintain accurate records in the support databaseLeverage automation tools to drive first call resolutionBuild strong, trusted relationships with end users being a reliable, calm presence when things go wrong This is a BAU-focused role within a fast-paced MSP environment. You'll see a wide variety of issues every day and work closely with experienced engineers, with clear pathways to progress into Level 2 and beyond. What You Bring You're an eager Level 1 support technician who enjoys being the first to help and takes pride in delivering great customer experiences. You'll ideally have: 1–3 years' experience in IT desktop support within Microsoft Office / Windows infrastructure environmentsExperience in a client-facing IT support role; MSP experience preferredSolid troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory basics, and common hardware/peripheral issuesStrong communication skills — written and verbal — and a calm, customer-first approachAbility to manage your time, juggle multiple tickets, and keep users updated on progressExperience using ITSM tools (ConnectWise or similar, such as ServiceNow, Halo, or Autotask)A service management mindset - ITIL Foundation understanding or certification (well regarded)Full driver's licence (and your own vehicle) for occasional on-site visits (rare)Comfortable working independently while enjoying being part of a collaborative team What's On Offer Impactful work in a tight-knit, supportive teamClear progression pathways into Level 2, projects, security, or other service streamsMentoring and ongoing training supported by leadershipModern office environments in the CBD and Inner East Sound like you? Apply now! We'd love to hear from you. Please note: This role requires full Australian work rights. Sponsorship is not offered.