Emerging It · North Sydney, Sydney NSW ·
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.
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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
MacOS support experience
Certifications such as CompTIA A+, Network+, Microsoft Fundamentals
Why Join Us
Work with a highly experienced MSP team
Exposure to a wide range of technologies and clients
Strong focus on learning, training, and career development
Supportive and collaborative team culture
Opportunities for progression into Level 2 and beyond
Flexible working environment
How to Apply
If you're looking to build your IT career in a fast-paced MSP environment and want to grow your technical skills, we’d love to hear from you.
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