Service Desk Engineer, L1 - CT Group

RGIT Australia; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

CT Group, part of Lyra Technology Group, is seeking a Level 1 Service Desk Engineer to join their Melbourne team. The full-time role is based in Melbourne CBD, offering a mix of remote support to clients nationwide and occasional on-site work for local clients.

You will handle a diverse set of technologies, deliver excellent customer service, manage tickets, update stakeholders, and contribute to knowledge base articles while growing with CT Group as they expand nationally.

Qualifications

• Minimum 1 year of IT support experience.
• Experience supporting Windows environments and Microsoft 365.
• Experience using ticketing systems.
• Excellent communication and customer-focused mindset.
• Hold a valid C class driver’s license and own a car.
• Hybrid working from home arrangements.

Responsibilities

• Provide remote and occasional on-site IT support in Melbourne.
• Deliver excellent customer service across environments.
• Manage tickets and provide updates until resolution.
• Document actions in the ticketing system.
• Contribute to client knowledge base.
• Escalate issues to senior team when needed.

Skills

Windows/Microsoft 365 support

Customer service

Ticketing systems

Communication skills

Problem solving under pressure

Driver's license

Tools

Ticketing software

Remote support tooling

Job description

Lyra Technology Group is aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful.

As a platform ofEvergreenServicesGroup, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About the Position:

One of our operating companies, CT Group, is looking for a Level 1 Service Desk Engineerto join their team.

This full-time role will be based within the Melbourne office in Melbourne CBD, where you will provide a mix of remote support to clients nationwide and occasional on-site support to their Melbourne-based clients.

The role offers a diverse workload servicing a range of professional service clients, working with a multitude of technologies, ensuring that no two days are the same. This role will suit an efficient, customer-focused engineer looking to grow with CT Group as they expand their national presence.

Responsibilities:

• Delivering exceptional customer service support to a variety of environments
• Providing support for a mix of servers, workstations, applications, and Microsoft 365 environments
• Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients
• Ensure end-to-end ownership on support requests, providing regular updates to stakeholders until resolution
• Ensuring all actions and resolutions are documented within our ticketing system
• Contribute to the upkeep of client documentation and knowledge base articles to for common issues
• Escalate to senior team members/leaders when required

Skills Required:

• A minimum of 1year experience in an IT Support Role
• Strong experience supporting Windows-based environments and Microsoft 365.
• Experience using ticketing systems.
• Strong verbal and written communication skills and professionally presented
• Customer-centric approach
• Have the ability to work and perform under pressure in time-critical scenarios
• Hold current C class drivers license and own car
• A great working environment with a high performing team
• Bonuses on offer for high-performing team members
• A workplace that places value on attitude and initiative, providing opportunities for progression for individuals that put in the effort
• Hybrid working from home arrangements
• A 360-degree feedback and rewards platform that is used daily by the whole team