IT Support Engineer – Level 1

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

• Good Windows 10/11 troubleshooting skills

• Familiarity with Microsoft 365

• Basic knowledge of Outlook, Teams, OneDrive and SharePoint

• An understanding of computer hardware and peripherals

• Basic networking knowledge

• Good troubleshooting and problem-solving skills

• Strong written and verbal communication skills

• Good organisation and time-management skills

• Attention to detail

• The ability to follow documented procedures

• The ability to work independently while knowing when to ask for assistance

• A professional and friendly approach when dealing with clients

• A genuine interest in technology and willingness to learn

Previous experience working for an MSP or IT service provider would be beneficial, but isn't essential.

Desirable experience

Previous exposure to any of the following would be advantageous, but is not required:

• Microsoft 365 & Cloud: Microsoft 365 administration, Entra ID, Exchange Online, SharePoint, OneDrive, Intune and Defender.

• Windows & Networking: Windows Server, macOS, TCP/IP, DNS, DHCP, business Wi-Fi and general network troubleshooting.

• MSP & Support Tools: Autotask PSA, IT Glue, RocketCyber, Inky, Dark Web ID, BullPhish ID, SaaS Alerts, Datto RMM and Datto EDR

• Backup & Security: Backup, recovery, endpoint security and related business continuity solutions.

• Training & Certifications: Microsoft certifications or other relevant IT qualifications are highly regarded.

Don't tick every box? We'd still encourage you to apply.

You don't need experience across all of these technologies. We're looking for someone with good technical fundamentals, a willingness to learn and an interest in developing their skills across a broad range of business IT environments.

What we offer

• Full-time, permanent position

• Monday to Friday, 8:30am to 5:00pm

• Gold Coast-based office

• Ongoing technical training and professional development

• Exposure to a wide variety of technologies and client environments

• Hands-on experience across Microsoft 365, cloud, networking, security and infrastructure

• Support and mentoring from experienced engineers

• Opportunities to gradually take ownership of more complex technical work

• Exposure to project and onsite work as your experience develops

• A genuine pathway into Level 2 IT Support and more senior technical roles

• A team environment where initiative, learning and personal development are encouraged

Requirements

To be considered for this position, applicants must:

• Hold a current Australian driver's licence

• Have strong written and spoken English communication skills

• Be an Australian citizen or permanent resident with unrestricted working rights

• Currently reside in Australia

• Be available for occasional after-hours work if required

• Be willing to undergo reference and background checks where required

International applications will not be considered for this position.

Ready to join Cursa?

If you're passionate about technology, enjoy helping people and want an opportunity to develop your skills and build a long-term career in IT, we'd like to hear from you.

Please submit your current resume and a brief cover letter outlining your experience, interest in IT and why you'd like to join Cursa.

Please note that only applicants meeting the criteria outlined above will be contacted as part of the short-listing process.

No recruitment agencies, please.