Level 1 IT Support

IT For Business; Melbourne; On-site; AUD 60,000 - 70,000; Full time

Job summary

IT for Business in Melbourne is seeking a Level 1 Support Technician to be the first contact for clients, delivering friendly, first-line IT support via phone, email and remote access tools, and ensuring exceptional service.

You’ll receive mentoring and structured training across Microsoft 365, Azure, networking and cybersecurity, with a clear path to advance to Level 2 Engineer through hands-on experience.

Qualifications

• Certificate IV/ Diploma or Degree in Information Technology or related field.
• Microsoft Fundamentals certifications.
• Basic understanding of Windows 11, Microsoft 365, hardware, networking and cybersecurity.
• Australian citizenship or permanent residency with full working rights.
• Current driver’s licence for travel to client sites when required.

Responsibilities

• Provide first-line technical support via phone, email and remote access tools.
• Log, categorise and prioritise support requests.
• Troubleshoot Windows, Microsoft 365 and printer-related issues.
• Perform password resets and account unlocks.
• Assist with user onboarding and offboarding.
• Set up laptops, desktops and mobile devices.
• Support Microsoft 365 applications, including Outlook, Teams and OneDrive.
• Maintain accurate ticket notes and documentation.
• Follow ITIL-based support processes.
• Assist with client projects and technology rollouts.
• Contribute to the team knowledge base.

Skills

Customer service

Communication

Problem solving

Willingness to learn

Teamwork

Education

Certificate IV in Information Technology

Diploma in Information Technology

Degree in Information Technology

Microsoft Fundamentals certifications

Tools

Windows 11

Microsoft 365

Microsoft Entra ID

Azure

Intune

Remote support tools

Job description

At IT for Business, we believe technology should feel human.

We're a people-first Managed Services Provider (MSP) that helps organisations stay secure, productive and connected through modern technology solutions. We support businesses across a range of industries and provide exposure to Microsoft 365, Azure, cybersecurity, cloud technologies, networking and professional IT services.

This is an excellent opportunity for someone starting their IT career or someone with around 1 to 2 years IT support experience who is passionate about technology, enjoys helping people and wants to learn from an experienced technical team.

The Opportunity

As a Level 1 Support Technician, you'll be the first point of contact for our clients, helping them resolve day-to-day IT issues and ensuring they receive exceptional customer service.

You'll receive ongoing mentoring, structured training and exposure to a broad range of technologies while developing the skills required to progress into a Level 2 Engineer role.

This is an in-office role with occasional onsite visits to our client’s premises.

This role is ideal for:

• TAFE students completing IT qualifications
• Candidates with 0-2 years of IT experience

What You'll Be Doing

• Provide first-line technical support via phone, email and remote access tools
• Log, categorise and prioritise support requests
• Troubleshoot Windows, Microsoft 365 and printer-related issues
• Perform password resets and account unlocks
• Assist with user onboarding and offboarding
• Set up laptops, desktops and mobile devices
• Support Microsoft 365 applications, including Outlook, Teams and OneDrive
• Maintain accurate ticket notes and documentation
• Follow ITIL-based support processes
• Assist with client projects and technology rollouts
• Contribute to the team knowledge base

What We're Looking For

• A genuine passion for technology and problem solving
• Strong communication and interpersonal skills
• A professional, customer-focused attitude
• Ability to follow processes and instructions
• Strong attention to detail
• Willingness to learn and develop new skills
• Current driver’s licence to enable travel to client sites when required
• Australian citizenship or permanent residency with full working rights
• Certificate IV, Diploma or Degree in Information Technology, completed or in progress
• Microsoft Fundamentals certifications
• Basic understanding of Windows 11, Microsoft 365, computer hardware, networking fundamentals and cybersecurity best practices

What We Offer

• Paid training and certification opportunities
• Mentoring from senior engineers
• Exposure to modern Microsoft cloud technologies
• Genuine career progression
• Friendly and supportive team culture
• Regular team events and social activities

We invest in training and career development. A successful Level 1 Technician will gain hands-on experience with:

• Microsoft 365 and Microsoft Entra ID
• Microsoft Intune and Azure
• Networking and endpoint management
• Cybersecurity and automation tools

Many senior engineers begin in entry-level support roles and build their capability through hands-on client support, structured learning and mentoring.

Success in This Role

• Consistently deliver excellent customer service
• Resolve common support requests independently
• Maintain accurate documentation
• Meet service level agreements (SLAs)
• Build strong technical fundamentals
• Demonstrate continuous learning and professional growth

Indicative Salary Guide: $60,000-$70,000 inclusive of superannuation, depending on qualifications and experience.