Level 1 Service Desk Engineer

ASE IT Networks; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Technical training and certification

Career progression from Level 1 to 2

Exposure to diverse technologies

Wellness initiatives

Employee recognition

Job summary

ASE Tech in Sydney seeks a motivated Level 1 Service Desk Engineer to be the first point of contact for clients. You will log and triage tickets, resolve basic IT issues, and escalate to Level 2 when needed, with a clear path to growth into Level 2 roles.

The role offers hands-on exposure to a range of technologies and client environments, SLAs, and ongoing training to build technical skills. A supportive team culture is in place to learn from experienced engineers.

Qualifications

• 1+ years of experience in IT support or service desk roles.
• Good working knowledge of Windows 10/11 and Microsoft 365.
• Basic understanding of Active Directory, DNS, DHCP, and networking fundamentals.
• Familiarity with ticketing/PSA or RMM tools.
• Excellent communication skills and a friendly, professional phone manner.

Responsibilities

• Respond to client requests via phone, email, and our ticketing system.
• Log, prioritise, and track tickets, keeping clients updated through to resolution.
• Resolve first-level issues and elevate to Level 2 engineers with clear, detailed notes.
• Meet service level agreements (SLAs) and maintain a high standard of customer service.
• Troubleshoot Windows 10/11 desktops, laptops, printers, and peripherals.
• Set up and deploy new devices, and assist with hardware replacements.

Skills

Customer service

Communication skills

Team player

Organisational skills

Troubleshooting

Tools

Microsoft 365

Active Directory

Entra ID

Outlook

Teams

OneDrive

SharePoint

VPN

Ticketing system

Job description

We are looking for a motivated Level 1 Service Desk Engineer to join our Sydney team. You'll be the first point of contact for our clients, resolving everyday IT issues, logging and triaging tickets, and escalating to our Level 2 engineers where needed. This is a great opportunity for someone early in their IT career who wants hands-on exposure to a wide range of technologies and client environments, with a clear pathway to grow into a Level 2 role.

Key responsibilities

Respond to client requests via phone, email, and our ticketing system

Log, prioritise, and track tickets, keeping clients updated through to resolution

Resolve first-level issues and elevate to Level 2 engineers with clear, detailed notes

Meet service level agreements (SLAs) and maintain a high standard of customer service

Troubleshoot Windows 10/11 desktops, laptops, printers, and peripherals

Perform user administration in Microsoft 365 and Active Directory / Entra ID (new users, password resets, MFA, licensing, mailbox and group changes)

Support Outlook, Teams, OneDrive, and SharePoint for end users

Assist with basic network troubleshooting (connectivity, Wi-Fi, VPN)

Set up and deploy new devices, and assist with hardware replacements

Keep accurate ticket notes, documentation, and asset records

About you

1+ years' experience in an IT support or service desk role (MSP experience highly regarded)

Good working knowledge of Windows 10/11 and Microsoft 365

Basic understanding of Active Directory, DNS, DHCP, and networking fundamentals

Familiarity with ticketing/PSA or RMM tools is a plus

Eager to learn and build your technical skills

Excellent communication skills and a friendly, professional phone manner

Patient, customer-focused, and able to explain technical issues in plain language

Organised and able to juggle multiple tickets across different clients

A team player who knows when to cascade and when to own an issue

Driver's licence and own vehicle preferred, to travel to client sites when required

About us

ASE Tech is a Managed Service Provider delivering secure, reliable, and scalable IT solutions to businesses across Australia. With our head office in Sydney and a growing presence in Melbourne and Queensland, we pride ourselves on technical excellence, strong documentation, and long-term client partnerships.

Competitive salary for a Level 1 role

Ongoing technical training and certification support

A clear career path from Level 1 to Level 2 and beyond

Exposure to a wide range of technologies and client environments

Supportive team culture with experienced engineers to learn from

Employee recognition and wellness initiatives