Level 1 Service Desk Technician
Accucom Systems Integration · Norwest, Sydney NSW ·
- Work mode
- Hybrid
- Category
- Support
About the role
As the first point of contact for our customers, you will provide technical support, troubleshoot issues, manage tickets, and ensure excellent customer experiences while working closely with our senior engineering teams. This is an excellent opportunity for someone looking to build a long-term career in IT within a fast-paced MSP environment.
Key responsibilities
Provide Level 1 support via phone, email, remote support, and service portal
Log, prioritise, and manage support tickets through to resolution or escalation
Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications
Perform user onboarding and offboarding activities
Assist with password resets, MFA configuration, access requests, and account administration
Deploy and configure workstations, laptops, and mobile devices
Maintain accurate ticket notes, documentation, and knowledge base articles
Escalate complex issues to Level 2 and Level 3 engineers when required
Deliver outstanding customer service and communication
About you
Previous experience in an MSP Help Desk, Service Desk, or IT Support role
Strong troubleshooting skills across Windows operating systems and Microsoft 365
Experience with Active Directory, Entra ID, Exchange Online, Teams, and endpoint support
Experience supporting Apple macOS environments
Excellent customer service and communication skills
Strong attention to detail and ability to follow processes
Ability to work effectively both independently and within a team
Current Australian driver's licence
Desirable: Experience administering or supporting Jamf Pro (JAMF)
Desirable: Experience with Microsoft Intune and mobile device management
About us
Accucom is a leading Managed Services Provider delivering IT support, cloud, cybersecurity, networking, and digital transformation solutions to businesses and education providers across Australia. We pride ourselves on providing exceptional customer service and technical expertise while fostering a collaborative and supportive team culture.
Benefits
Career progression into Level 2 and Systems Engineering roles
Exposure to leading technologies including Microsoft 365, Azure, Intune, Defender, and cybersecurity solutions
Ongoing training and certification support
Supportive team environment and mentoring from senior engineers
Modern office located in Norwest with flexible working arrangements