L1 IT Support Engineer - Managed Services

Searchability®; Melbourne; Vor Ort; AUD 57.000 - 69.000; Vollzeit

Zusammenfassung

Searchability® is seeking a Level 1 IT Support Engineer to join our Melbourne team. You will deliver first-line technical support for hardware, software, networking and applications, assisting a diverse customer base via remote and onsite methods.

You will manage requests through ticketing systems, troubleshoot across Windows and macOS, and support ICT deployments while building useful knowledge bases and documentation for ongoing improvements.

Qualifikationen

• Must have a formal IT qualification (Cert III IT or Bachelor of IT).
• 2 years in a customer-facing role with strong communication skills.
• Experience in Level 1 IT Support/Helpdesk or MSP environments is desirable.

Aufgaben

• Provide first-line technical support for hardware, software, networking and apps.
• Manage and triage support requests via phone, email and ticketing systems.
• Troubleshoot issues across Windows and macOS devices and Microsoft 365.
• Assist with workstation deployments, software installs and basic systems administration.
• Maintain accurate support documentation and update knowledge bases.

Kenntnisse

Customer-facing communication

Technical troubleshooting

Willingness to learn

Organisational skills

Ausbildung

Certificate III in Information Technology

Bachelor of Information Technology

Tools

Ticketing systems

Microsoft 365 administration

Windows/macOS support tools

Jobbeschreibung

Level 1 IT Support Engineer – Managed Services

Melbourne, VIC | IT Managed Services | Technical Support Opportunity | Up to $63,000 DOE

• Full-time opportunity to develop your IT career within an established managed services environment in Melbourne.
• Gain hands‑on experience supporting Microsoft 365, Windows, macOS, networking and a variety of business technologies.
• Work alongside experienced technical professionals, supporting a diverse customer base through remote and onsite technical assistance.

WHO ARE WE?

We're partnering with an established IT services provider that delivers reliable, customer-focused technology support and managed IT solutions to businesses across a range of industries. With a strong emphasis on technical expertise, responsive service and building long‑term client relationships, the business prides itself on delivering practical technology solutions that keep customers connected and operating efficiently. As they continue to strengthen their technical support capabilities, they're looking for a motivated L1 IT Support Engineer to join their team in Melbourne. This is a fantastic opportunity for someone looking to develop their technical skills, gain exposure to a broad range of technologies and build a long‑term career in managed IT services. You'll be joining a collaborative environment where you'll have the opportunity to learn from experienced engineers, take ownership of technical challenges and develop your confidence supporting different customer environments.

WHAT WILL YOU BE DOING?

As the Level 1 IT Support Engineer, you'll be responsible for delivering first‑line technical support to business customers experiencing hardware, software, networking and application‑related issues. You'll manage incoming support requests through phone, email and ticketing systems, investigating problems, troubleshooting technical faults and implementing effective solutions to minimise disruption for customers. Working across a variety of Microsoft technologies, you'll assist with Windows and macOS devices, Microsoft 365 applications, email, printing, connectivity and general desktop support, while collaborating with senior engineers to resolve more complex technical issues. You'll also gain hands‑on experience assisting with workstation and laptop deployments, software installations, hardware configurations and basic systems administration tasks. Alongside your technical responsibilities, you'll maintain accurate support documentation, update knowledge bases and ensure customers are kept informed throughout the resolution process. The role will also involve assisting with hardware preparation, equipment deployments and occasional onsite customer support, giving you exposure to a diverse range of IT environments and opportunities to continually expand your technical knowledge.

WHAT YOU NEED TO HAVE...

• A Certificate III in Information Technology, Bachelor of Information Technology or equivalent relevant qualification.
• A current driver's licence.
• 2 years of experience in a customer‑facing role, with excellent communication and customer service skills.
• Previous experience in a Level 1 IT Support, Helpdesk, Service Desk or Managed Services environment is highly desirable, with approximately 1 year of relevant experience advantageous.
• Strong foundational troubleshooting skills across hardware, software, operating systems, networking and business applications.
• Familiarity with Microsoft technologies, including Windows, Microsoft 365, Outlook and general desktop support.
• Confidence troubleshooting common technical issues involving user accounts, email, printers, software installations and network connectivity.
• An understanding of IT ticketing systems, incident management, escalation procedures and service level agreements.
• Exposure to Active Directory, Windows Server, Microsoft Azure or Microsoft 365 administration would be advantageous.
• Ability to assist with workstation deployments, device configurations, hardware troubleshooting and basic technical maintenance.
• Strong documentation skills, with the ability to maintain accurate ticket records and communicate technical information clearly.
• A proactive, customer‑focused approach with strong organisational skills and the ability to manage competing priorities.
• A genuine interest in technology, willingness to learn and enthusiasm for developing your technical skills within an MSP environment.