L1 Service Desk Engineer

Infotrust (AU); Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

Infotrust (AU) in Sydney seeks a proactive L1 Service Desk Engineer to resolve incidents at first contact and improve knowledge for future issues. You will triage, escalate with full context, and support service reliability.

Role emphasizes ITIL-aligned processes, clear communication, and customer-focused support, with hybrid working and opportunities for professional growth.

Qualifications

• 1–2 years of frontline IT support experience.
• ITSM familiarity, ITIL preferred.
• Experience with Windows 10/11, M365 apps, and basic networking.
• CompTIA A+ or equivalent certification.

Responsibilities

• Provide first-level technical support and resolve incidents within SLAs.
• Manage and update support tickets with clear documentation.
• Deliver excellent customer service and proactive engagement.
• Follow ITIL-based processes and security standards.
• Contribute to continuous improvement and knowledge base.

Skills

Frontline IT support

ITIL familiarity

Ticketing systems (ServiceNow)

Windows 10/11

M365 core apps

Networking basics (TCP/IP, DNS, DHCP)

Remote support tools

Active Directory administration

CompTIA A+ certification

Education

CompTIA A+ or equivalent

Tools

ServiceNow

Active Directory

Endpoint management tools

Job description

Infotrust is a trusted Australian provider of cyber-first technology and security services, supporting organisations of all sizes across the country. With over 250 professionals and full national coverage, we deliver industry recognised solutions across both private and public sectors.

Our integrated offering combines secure-by-design managed IT with advanced cyber capabilities, including Offensive and Defensive Security, Governance, Risk & Compliance (GRC), and Strategic Technology Advisory. These services are anchored by our Australian-based 24/7 Security Operations Centre (SOC) and a specialised Digital Forensics and Incident Response (DFIR) team.

The Role

As the L1 Service Desk Engineer, based in our Sydney office, you are accountable for resolving client incidents and requests at first contact wherever possible and leaving every interaction in a better state than it was found. This includes restoring service, providing clear communication, capturing accurate records, and using or improving knowledge so issues are easier to resolve next time.

You will play a critical part in service reliability by making correct triage decisions, escalating with full context when required, and preventing avoidable rework through disciplined execution.

Key Responsibilities

• Provide first-level technical support, resolving incidents and service requests within agreed service levels.
• Manage and update support tickets, ensuring accurate documentation and timely escalation where required.
• Deliver exceptional customer service through clear communication and proactive client engagement.
• Follow ITIL-based processes, security standards, and documentation requirements.
• Contribute to continuous improvement initiatives and ongoing technical development.

Skills & Experience

• 1-2 years experience in providing frontline technical support in IT environments
• Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent)
• Experience acrossWindows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
• Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.
• Relevant certifications in foundational IT support (CompTIA A+ or equivalent)

With hybrid working, workplace flexibility and a strong focus on professional development and career growth, Infotrust provides an environment where you can broaden your experience, build your capability and make a meaningful contribution to customer outcomes.