Level 1/ Level 2 IT Service Desk Technician

Cyntex Pty Ltd; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Cyntex is seeking a Level 1/2 IT Service Desk Technician to join our Canberra team. You will handle day-to-day IT issues across remote troubleshooting and on-site visits, taking ownership of more complex tasks on servers, networks, Microsoft 365, infrastructure and printers.

You will work in a small team, with opportunities to service clients across Canberra, log and resolve tickets within SLA, and contribute to a broad stack beyond a single area.

Qualifications

• Experience in IT support/helpdesk or similar customer-facing technical role.
• Solid working knowledge of Windows, Microsoft 365 and general networking.
• Confident troubleshooting independently and know when to elevate to higher levels.

Responsibilities

• Provide first and second-line support for desktops, laptops, mobile devices and peripherals.
• Troubleshoot hardware and software issues across Windows, Microsoft 365, printers and network connectivity.
• Administer Microsoft 365 and Active Directory — accounts, permissions, security groups and licensing.
• Diagnose and resolve server, backup and network issues, escalating to Level 3 where needed.
• Visit client sites across Canberra for installs, break-fix work and routine maintenance.
• Support and maintain client servers, network equipment and infrastructure, both on-site and remotely.
• Carry out hardware deployments, upgrades and migrations — including the occasional out-of-hours cutover where a client needs it.
• Attend client sites to service, repair and maintain printers and multifunction devices.
• Log, manage and resolve support tickets within SLA guidelines.
• Keep clear, accurate notes and time entries against jobs.

Skills

Windows OS

Microsoft 365

Networking basics

Customer-facing support

Job description

Level 1/ Level 2 IT Service Desk Technician

We're looking for a Level 1/2 IT Technician to join our support team. You'll be handling our clients' day-to-day IT issues across a mix of remote troubleshooting and on-site visits around Canberra, and taking ownership of the more involved work: servers, networks, Microsoft 365, infrastructure and print. Whether you're a confident Level 1 ready to step up or an established Level 2 who can run their own queue, this is a genuinely varied role in a small team where you get your hands on the whole stack rather than one slice of it.

Key responsibilities

Provide first and second-line support for desktops, laptops, mobile devices and peripherals

Troubleshoot hardware and software issues across Windows, Microsoft 365, printers and network connectivity

Administer Microsoft 365 and Active Directory — accounts, permissions, security groups and licensing

Diagnose and resolve server, backup and network issues, escalating to Level 3 where needed

Visit client sites across Canberra for installs, break-fix work and routine maintenance

Support and maintain client servers, network equipment and infrastructure, both on-site and remotely

Carry out hardware deployments, upgrades and migrations — including the occasional out-of-hours cutover where a client needs it

Attend client sites to service, repair and maintain printers and multifunction devices

Log, manage and resolve support tickets within SLA guidelines

Keep clear, accurate notes and time entries against jobs

About you

Demonstrated experience in an IT support, helpdesk or similar customer-facing technical role

Solid working knowledge of Windows, Microsoft 365 and general networking

Confident troubleshooting independently, and sound judgement about when to elevate

Reliable, and able to work well as part of a small team

Current driver's licence and based in or around Canberra

Good written and verbal communication

Calm, customer-focused, and able to prioritise under pressure

Organised and reliable, with a genuine willingness to pitch in

About us

At Cyntex, we deliver reliable, hands-on IT support to a range of businesses across Canberra. As a growing local IT services provider, we look after everything from day-to-day helpdesk support through to more advanced systems and infrastructure management, backed by a small, close-knit team who take real ownership of our clients' technology.