Level 1 Service Desk Technician

Accucom Systems Integration; Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Flexible working arrangements

Training & certification support

Job summary

Accucom Systems Integration is seeking a Level 1 IT Support specialist to be the first point of contact for customers in a fast-paced MSP environment. You will provide phone, email, and remote support, manage tickets, and troubleshoot across Windows, Microsoft 365, and macOS platforms.

You will onboard and offboard users, assist with password resets and MFA, deploy devices, and keep clear ticket documentation.

Qualifications

• Experience in MSP Help Desk, Service Desk, or IT Support role.
• Strong troubleshooting across Windows OS and Microsoft 365.
• Experience with Active Directory, Entra ID, Exchange Online, Teams, and endpoint support.
• Experience supporting Apple macOS environments.
• Excellent customer service and communication skills.
• Attention to detail and ability to follow processes.
• Ability to work independently and in a team.

Responsibilities

• Provide Level 1 support via phone, email, remote support, and service portal.
• Log, prioritise, and manage tickets through to resolution or escalation.
• Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications.
• Perform user onboarding and offboarding activities.
• Assist with password resets, MFA configuration, access requests, and account administration.
• Deploy and configure workstations, laptops, and mobile devices.
• Maintain accurate ticket notes, documentation, and knowledge base articles.
• Escalate complex issues to Level 2 and Level 3 engineers when required.
• Deliver outstanding customer service and communication.

Skills

Windows Troubleshooting

Microsoft 365

Active Directory

Entra ID

Exchange Online

macOS support

Customer service

Onboarding/Offboarding

Tools

Jamf Pro

Microsoft Intune

Job description

As the first point of contact for our customers, you will provide technical support, troubleshoot issues, manage tickets, and ensure excellent customer experiences while working closely with our senior engineering teams. This is an excellent opportunity for someone looking to build a long-term career in IT within a fast-paced MSP environment.

Key responsibilities

Provide Level 1 support via phone, email, remote support, and service portal

Log, prioritise, and manage support tickets through to resolution or escalation

Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications

Perform user onboarding and offboarding activities

Assist with password resets, MFA configuration, access requests, and account administration

Deploy and configure workstations, laptops, and mobile devices

Maintain accurate ticket notes, documentation, and knowledge base articles

Escalate complex issues to Level 2 and Level 3 engineers when required

Deliver outstanding customer service and communication

About you

Previous experience in an MSP Help Desk, Service Desk, or IT Support role

Strong troubleshooting skills across Windows operating systems and Microsoft 365

Experience with Active Directory, Entra ID, Exchange Online, Teams, and endpoint support

Experience supporting Apple macOS environments

Excellent customer service and communication skills

Strong attention to detail and ability to follow processes

Ability to work effectively both independently and within a team

Desirable: Experience administering or supporting Jamf Pro (JAMF)

Desirable: Experience with Microsoft Intune and mobile device management

About us

Accucom is a leading Managed Services Provider delivering IT support, cloud, cybersecurity, networking, and digital transformation solutions to businesses and education providers across Australia. We pride ourselves on providing exceptional customer service and technical expertise while fostering a collaborative and supportive team culture.

Career progression into Level 2 and Systems Engineering roles

Exposure to leading technologies including Microsoft 365, Azure, Intune, Defender, and cybersecurity solutions

Ongoing training and certification support

Supportive team environment and mentoring from senior engineers

Modern office located in Norwest with flexible working arrangements