Level 1 Service Desk Technician

ACorp; Newcastle; On-site; AUD 45,000 - 60,000; Full time

Job summary

ACorp is a Newcastle-based IT service provider hiring a Level 1 Technician for an in-office role. You will be the first point of contact for clients, handle tickets, and visit sites in the area as needed.

You will work with Windows, Microsoft 365, printers and network connectivity, learning security practices and our core tools, including ConnectWise and Trend Micro. ISO 27001 is part of our standard operations.

Qualifications

• Minimum experience in help desk or IT support.
• Ability to explain technical concepts to non-technical users.
• Familiarity with Windows, Microsoft 365, printers and network basics.
• Current NSW Police Check or willingness to obtain one.

Responsibilities

• Be the first point of contact for clients by phone, email and ConnectWise.
• Troubleshoot and fix everyday issues with Windows, Microsoft 365, printers, email and network connectivity.
• Set up new users, devices and accounts.
• Log your work clearly so the next person can pick it up.
• Escalate trickier problems to senior techs, and learn from how they solve them.
• Visit clients onsite in the area when needed.

Skills

Help desk experience

Customer communication

Windows support

Microsoft 365

Troubleshooting

Problem solving

Education

Cert IV in IT

Tools

ConnectWise

Trend Micro

Microsoft 365 admin

Job description

ACorp is a native managed service provider: we've only ever been an MSP, so there's no legacy technology or old habits, just modern tools and ways of working. From our offices in Sydney, Newcastle and Muswellbrook, we look after small and medium businesses across Australia in sectors like financial and professional services, manufacturing, agriculture, mining and energy, and education. When their IT has a problem, their business stops, so we're the people they call to get them going again.

We're growing (we ranked #36 in the Tech Partner News Fast 50 for 2025) and need a Level 1 Technician to join our team. This is a full-time, in-office role based in our Newcastle office, with visits to clients in the area when needed.

What you'll do

• Be the first point of contact for clients by phone, email and our ConnectWise ticketing system
• Troubleshoot and fix everyday issues with Windows, Microsoft 365, printers, email and network connectivity
• Set up new users, devices and accounts
• Log your work clearly so the next person can pick it up
• Escalate trickier problems to senior techs, and learn from how they solve them
• Visit clients onsite in the area when needed

What you'll learn

You'll work with the same tools we use across our managed IT, cybersecurity and connectivity services, including Microsoft 365, ConnectWise and Trend Micro. We're ISO 27001 certified, so you'll learn security practices the right way from day one.

How we work

Our five values shape how we treat clients and each other. In this role, that looks like:

• Human centric service: listening before solving, and explaining technology in a way people understand
• Integrity: being honest when you don't know something, owning mistakes quickly and following through on what you promise
• Security: following process consistently and treating client information responsibly
• Innovation: staying curious, asking questions and bringing ideas forward
• Excellence: strong documentation and finishing work properly, not just quickly

What you'll bring

• A genuine interest in technology and solving problems
• Good communication skills: you can explain things to people who aren't technical, without making them feel silly for asking
• Some help desk or IT support experience, or relevant study (Cert IV in IT, or working towards it)
• Familiarity with Windows and Microsoft 365
• A current driver's licence and your own reliable vehicle (essential)
• A current NSW Police Check, or willingness to obtain one before starting (essential)

What you'll get

• Structured training and a clear path to Level 2
• Support from an experienced team who'll back you up
• Variety: different clients, industries and problems every week