Level 1 Service Desk Technician

Emerging It; North Sydney Council; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working environment

Job summary

Emerging IT in Australia is hiring a Level 1 Service Desk Technician to join our Technical Support team. This hands-on, fast-paced role is the first line of contact for client IT issues, logging, triaging, and resolving incidents within SLA timeframes.

We’re seeking 1–2 years MSP experience, strong Microsoft 365 and Windows knowledge, and basic Active Directory administration. You’ll support end users by phone, email and remote tools, escalating complex cases when needed while helping the team

Qualifications

• 1–2 years of experience in a Service Desk or IT Support role (MSP experience preferred).
• Strong knowledge of Microsoft 365 and Windows environments.
• Basic Active Directory administration experience.
• Familiar with ticketing systems and SLA-driven environments.
• Excellent communication and customer service skills.

Responsibilities

• Act as first point of contact for IT incidents and service requests.
• Log, prioritise, and manage tickets through the service desk system.
• Provide phone, email, and remote support to end users.
• Troubleshoot Windows, Microsoft 365, and basic networking issues.
• Escalate complex issues to Level 2/3 support where required.
• Maintain clear communication with clients and internal teams.
• Ensure tickets are documented accurately and managed within SLA requirements.
• Follow established processes and contribute to continuous improvement.

Skills

Microsoft 365

Windows environments

Active Directory

Customer service

SLA awareness

Communication

Tools

Service desk software

Remote support tools

Job description

Emerging IT is one of Australia’s most awarded Managed Service Providers, supporting over 280 businesses nationwide. We’re a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.

We pride ourselves on doing IT differently — keeping things simple, human, and outcome-focused while continuously improving how we support our customers.

About the Role

We are looking for a Level 1 Service Desk Technician to join our Technical Support team. This is a hands‑on, fast‑paced role acting as the first point of contact for client IT issues.

You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.

This role is ideal for someone with 1–2 years’ MSP experience who is ready to grow their technical skills in a supportive and high‑performing team.

Key Responsibilities

• Act as first point of contact for IT incidents and service requests
• Log, prioritise, and manage tickets through the service desk system
• Provide phone, email, and remote support to end users
• Troubleshoot Windows, Microsoft 365, and basic networking issues
• Support Active Directory tasks including password resets and account administration
• Escalate complex issues to Level 2/3 support where required
• Maintain clear communication with clients and internal teams
• Ensure all tickets are documented accurately and managed within SLA requirements
• Follow established processes and contribute to continuous improvement

About You

• 1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
• Strong knowledge of Microsoft 365 and Windows environments
• Basic Active Directory administration experience
• Familiarity with ticketing systems and SLA-driven environments
• Confident communicator with strong customer service skills
• Able to work in a fast-paced, high-volume support environment
• Problem solver with a proactive and positive attitude
• Willingness to learn and grow within a technical team

Desirable (Nice to Have)

• Experience with Azure / Intune
• Exposure to ITIL practices
• MacOS support experience
• Certifications such as CompTIA A+, Network+, Microsoft Fundamentals

Why Join Us

• Work with a highly experienced MSP team
• Exposure to a wide range of technologies and clients
• Strong focus on learning, training, and career development
• Supportive and collaborative team culture
• Opportunities for progression into Level 2 and beyond
• Flexible working environment