IT Support Engineer (L1/L2) – MSP Growth Path

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

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.