IT Level 1/2 Support Engineer

Matrix Solutions; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Superannuation

Job summary

Matrix Solutions in Sydney is seeking an IT Service Desk professional to join a small team. You will handle L1 and L2 tickets, provide friendly customer support, and help manage ordering of hardware and software, as well as billing agreements.

The ideal candidate has a IT degree and 1-3 years MSP experience, strong communication and documentation skills, and solid knowledge of M365, Active Directory, DNS, DHCP and networking. AI-assisted workflow improvements welcome.

Qualifications

• Bachelor degree in Information Technology required.
• 1–3 years of Level 1 support experience, MSP background preferred.
• Strong communication and documentation skills are essential.
• Experience with M365, creating and administering accounts.
• Fundamental understanding of Active Directory, Azure AD, DNS, DHCP and Networking.
• Exposure to service desk ticketing systems.
• Ability to think laterally and use AI to optimize internal workflows and systems.
• ITIL or Microsoft certifications are a plus.

Responsibilities

• Handle and resolve L1 and L2 tickets.
• Provide troubleshooting and excellent customer service.
• Assist with ordering IT hardware and software, billing, and agreements.

Skills

Communication

Documentation

Troubleshooting

Ticketing systems

AI in workflows

Education

Bachelor degree in Information Technology

Tools

M365

Active Directory

Azure AD

Job description

Why work @ Matrix Solutions?

We are a growing IT company that provides managed cloud solutions primarily to the legal industry. In addition, we offer managed support services for on-site networks.

Our office is in Sydney but we look after clients Australia-wide. We are a highly motivated group who enjoy working as a team to solve IT problems even when they are stressful.

We also all enjoy our lives outside of work and strive to keep a healthy work/life balance!

We have been doing what we do for over 30years now so, in our opinion, we are getting better and better at it. Since our customer base is growing rapidly it seems our clients agree. However, we need to keep improving our systems as we grow. Our goal is to be Australia's number one supplier of IT services to small and medium-sized legal and professional firms.

Working as part of a small team your people skills and technical expertise will be able to shine. This is the chance to join a company and team that is going places.

Your Background.

You will have a Bachelor degree in Information Technology

A minimum of 1-3years level 1 support experience and be eager to shine at a higher level

You will have worked in an MSPand be able to hit the ground running

Strong communication and documentation skills, both internal and external, with an attention to detail

Exposure and experience with M365, creating and administering accounts

Fundamental understanding of Active Directory, Azure AD, DNS, DHCP, Networking

Exposure to service desk ticketing systems

Ability to think laterally and use AI to optimise internal workflows and systems

Ideally but not essential, you will have:

• ITIL Certification
• Microsoft Certification

The role.

You will have wide scope to let your troubleshooting and customer service skills shine

You will be managing and taking responsibility for L1 and L2 tickets

You will be working with internal systems such as ordering IT hardware & software, billing, agreements

What we can offer you

Progress to to a more senior role within the Service Desk team in the future. A full-time position providing a negotiable salary, dependent on previous experience, plus superannuation. You will report to the Head of Technology.