Level 1 IT Support Technician

KMT Group Pty Ltd; City of Melbourne; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid Working Policy

Professional Growth

Culture & Perks (events, wellness, EAP

Office Goodies

High-Performance Culture

Job summary

KMTech in Melbourne is seeking a Level 1 Service Desk Technician to provide remote, phone, and email support for clients. You will handle initial triage, log and manage tickets, and resolve Level 1 issues while adhering to SLAs.

This role starts full-time in-office for six months, then moves to a 3/2 hybrid model. An onsite requirement applies, and you will collaborate with MSP teams, using tools like ConnectWise and Microsoft 365.

Qualifications

• 6–12 months hands-on IT support experience required.
• MSP environment experience highly regarded.
• Certifications such as MS, ITIL or CompTIA A+ preferred.

Responsibilities

• Be the first point of contact via phone, email, and remote support, delivering excellent service.
• Log, categorize, prioritize, and manage tickets in PSA system with full documentation.
• Triage Level 1 issues and escalate complex incidents as needed.
• Explain technical concepts in clear, non-technical language for clients.
• Maintain SLA alignment and contribute to a high-performance team culture.

Skills

MSP experience

Customer service

IT support

Team mentoring

Education

IT certifications (MS, ITIL, CompTIA A+)

Tools

Active Directory

Exchange

Windows Server 2012-2016

Microsoft 365

ConnectWise PSA

Job description

At KMTech, we're not your typical managed services provider we're changing the game by being the human face of tech.
Our mission is to deliver innovative, reliable, and people-first technology solutions to help our clients thrive.

We're a high-performance, values-driven team that's curious, united, and accountable. We challenge each other to grow, collaborate openly, and celebrate success together. If you're passionate about tech and ready to take your career to new heights, this is where it happens.

What We Offer

• Hybrid Working Policy: Flexibility to balance work and life.
• Professional Growth: Paid certifications, structured learning plans, and career development pathways.
• Culture & Perks: EOFY and Christmas parties, annual team-building days, wellness programs, and an EAP for support.
• Office Goodies: Daily fresh fruit, snacks, coffee machine, and free street parking.
• High-Performance Culture: Recognition for initiative, collaboration, and innovation.

About you

As a Level 1 Service Desk Technician, you excel at providing exceptional remote, telephone, and email support to our clients. You thrive on solving IT infrastructure-related issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You're not just a problem-solver you're someone who enhances the overall client experience with every interaction.

Job tasks and responsibilities

• Act as the first point of contact for clients via phone, email, and remote support channels, delivering exceptional customer service and ensuring client satisfaction in every interaction.
• Answer incoming service desk calls and accurately log, categorise, prioritise, update, and manage support tickets within the PSA system, ensuring all interactions, troubleshooting steps, and resolutions are thoroughly documented.
• Monitor and progress tickets in line with Service Level Agreements (SLAs), performing initial triage and troubleshooting of Level 1 issues and escalating more complex incidents when required.
• Provide technical support across a broad range of IT issues, translating complex technical concepts into easy-to-understand language for non-technical users.
• Demonstrate strong verbal and written communication skills, sound decision-making abilities, and effective troubleshooting skills, particularly in fast-paced or high-pressure environments.
• Maintain a positive, proactive, and flexible approach to work, continuously seeking learning opportunities and demonstrating resilience when overcoming challenges.
• Exhibit excellent time management and organisational skills, effectively prioritising tasks while adhering to established service desk processes and procedures.
• Utilise experience with technologies including Active Directory, Exchange, Windows Server (2012-2016), and Microsoft 365 to support client environments.
• Hold relevant IT qualifications that support success in the role and a commitment to ongoing professional development.

Skills and experience

• At least 6-12 months of hands-on IT support experience, demonstrating your technical expertise and problem-solving skills.
• Proven experience in a Managed Service Provider (MSP) environment, showcasing your ability to thrive in a fast-paced, client-focused setting.
• Relevant certifications, such as Microsoft, ITIL, or CompTIA A+, are highly regarded and enhance your technical credentials.
• Exceptional interpersonal skills, with a strong emphasis on customer service and a commitment to taking ownership of issues until they are resolved.
• Ability to thrive in a collaborative team environment, contributing positively to group dynamics.
• Willingness to assist, guide, and mentor fellow members of the Service Desk team, fostering a supportive learning environment.
• Proficiency in Microsoft Office 365 and experience with PSA ticketing systems (ConnectWise preferred), enabling efficient task management and resolution.
• Strong commitment to meeting key performance indicators and service level agreements, ensuring consistent delivery of high-quality service.
• MS-900 Fundamentals certification or willingness to obtain within 6 months of employment

Additional Requirements

• A Police Check
• An NDIS Worker Screening Check
• A Working with Children Check

Please note:

This role is Melbourne-based and includes an onsite requirement.

The position is full-time in-office for the first 6 months, after which a 3/2 hybrid working arrangement (3 days in office, 2 from home) will apply.

This role is a 7am start

These checks will be conducted by KMTech upon successful selection for the role.