First-Contact IT Support Engineer

Infotrust (AU); Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Infotrust AU in Sydney seeks an L1 Service Desk Engineer to resolve incidents at first contact, restore service quickly, and communicate clearly to clients.

You will own tickets end-to-end within L1, escalate with full context when needed, and support queue health while following ITIL-based processes.

Candidates should have 1–2 years of frontline IT support, strong Windows 10/11 and M365 knowledge, basic networking, and the ability to explain technical issues to non-technical users.

Qualifications

• 1–2 years minimum frontline IT support experience with clear solutions for non-technical users.
• Strong knowledge of Windows 10/11 and M365 core apps (Outlook, Teams, OneDrive, SharePoint).
• Familiarity with ITSM frameworks (ITIL) and ticketing systems (ServiceNow or equivalent).
• Hands-on experience with Active Directory administration and basic endpoint management.
• Certifications in foundational IT support (CompTIA A+ or equivalent) required.

Responsibilities

• Resolve incidents and service requests within documented L1 scope.
• Own tickets end-to-end within L1, escalating with full context when needed.
• Ensure clear communication of what occurred, actions taken, and next steps.
• Contribute to queue health and prioritize work effectively.
• Deliver professional, jargon-free explanations to clients.
• Adhere to ITIL-based processes to ensure consistent service delivery.
• Update and improve knowledge articles as gaps are identified.

Skills

Frontline IT support

Troubleshooting

Clear communication

Learning agility

Customer service orientation

Education

CompTIA A+ or equivalent

Microsoft 365 Fundamentals (MS-900)

ITIL 4 Foundation

Tools

ServiceNow

Active Directory

Remote support tools

Windows 10/11 management

M365 administration

Job description

Infotrust AU in Sydney seeks an L1 Service Desk Engineer to resolve incidents at first contact, restore service quickly, and communicate clearly to clients.

You will own tickets end-to-end within L1, escalate with full context when needed, and support queue health while following ITIL-based processes.

Candidates should have 1–2 years of frontline IT support, strong Windows 10/11 and M365 knowledge, basic networking, and the ability to explain technical issues to non-technical users.