Service Desk Engineer Level 1

Exigo Tech; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Central location Norwest

Exposure to a vast range of new tech

Customized Training and Development

Friendly team with knowledge sharing

Career growth opportunities

Job summary

Exigo Tech in Sydney is seeking a Service Desk Engineer Level 1 to support a diverse client base across Australia. You will handle first-line tickets, resolve Windows and Microsoft 365 issues, and work with a collaborative MSP team to deliver reliable IT support.

This role is ideal for someone with a solid Microsoft foundation who wants to grow toward Level 2/3 paths, enjoys problem solving, and values excellent customer service and documentation.

Qualifications

• Certificate IV in Information Technology or equivalent.
• 1+ years of experience in an IT support, Service Desk, or MSP environment.
• Strong Microsoft 365 and Windows support experience.
• Excellent verbal and written communication skills.
• Full Australian work rights.

Responsibilities

• Provide Level 1 technical support via phone, email, remote support, and onsite visits when required.
• Troubleshoot Microsoft 365 issues including Outlook, Teams, Exchange Online, SharePoint Online, and OneDrive.
• Support Windows 10/11 devices and manage user accounts and MFA.
• Diagnose and resolve hardware, software, printer, and peripheral issues.
• Monitor alerts and respond to system notifications to prevent outages.
• Create, update, and manage support tickets with SLA commitments.
• Escalate complex incidents to senior engineers when needed.
• Maintain accurate documentation and knowledge base articles.
• Assist with onboarding and offboarding activities.
• Support mobile devices and endpoint management platforms.
• Collaborate with infrastructure and cloud teams to broaden technical capabilities.
• Engage with customers professionally to ensure high satisfaction.

Skills

Microsoft 365 admin

Windows support

Customer service

Troubleshooting

Ticketing & SLA compliance

Remote and on-site support

Documentation skills

Education

Certificate IV in Information Technology or equivalent

Tools

Remote support tools

Ticketing systems

Outlook/Exchange tooling

Job description

Exigo Tech is a Sydney-based Technology Solutions Provider focused on providing solutions in three significant verticals: Infrastructure, Cloud, and Application to businesses across Australia. We help companies reach operational efficiencies by empowering them with technology solutions that drive their business processes.

Exigo Tech is currently looking for Service Desk Engineer Level 1

Join a Growing Managed Services Team

Are you passionate about technology, love solving problems, and enjoy helping people? We are looking for an enthusiastic Service Desk Engineer (Level 1) to join our Managed Services team supporting a diverse portfolio of business customers across Australia.

This is an excellent opportunity for someone who has a solid foundation in Microsoft technologies and end-user support, and who is eager to expand their skills across cloud, networking, cybersecurity, and infrastructure technologies.

You’ll work alongside experienced engineers in a fast-paced Managed Services Provider (MSP) environment, gaining exposure to a broad range of technologies while delivering exceptional customer service. The role includes first-line support responsibilities and opportunities to develop toward Level 2 and Level 3 engineering pathways. The role aligns with first-line support responsibilities, ticket management, customer communication, and escalation practices described in Exigo Tech’s existing Service Desk Engineer position description.

Responsibilities:

• Providing Level 1 technical support via phone, email, remote support, and onsite visits when required.
• Troubleshooting Microsoft 365-related issues including Outlook, Teams, Exchange Online, SharePoint Online, and OneDrive.
• Supporting Windows 10 and Windows 11 devices.
• Managing user accounts, passwords, MFA, and access permissions.
• Diagnosing and resolving hardware, software, printer, and peripheral issues.
• Monitoring alerts and proactively responding to system notifications.
• Creating, updating, and managing support tickets while maintaining SLA commitments.
• Escalating complex incidents to senior engineers when appropriate.
• Maintaining accurate documentation and knowledge base articles.
• Assisting with onboarding and offboarding activities.
• Supporting mobile devices and endpoint management platforms.
• Working closely with infrastructure and cloud teams to develop technical capability. These activities complement the support, maintenance, escalation, inventory, customer communication, and documentation responsibilities outlined in the current role description.

Technical Skills :

Microsoft Technologies

• Microsoft 365 administration and support
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• User and license administration
• Basic understanding of Microsoft Azure
• Identity and access management concepts
• Cloud infrastructure concepts

End User Support

• Hardware and software troubleshooting
• Printer and peripheral support
• Mobile device support (iOS and Android)
• Remote support tools and methodologies

Networking Skills :

We are particularly interested in candidates who have a strong interest in networking and infrastructure technology.

You should have a good understanding of:

• TCP/IP
• DNS and DHCP
• LAN and WAN technologies
• Wi-Fi networking concepts
• VPN connectivity
• Routers, switches, and firewalls
• Basic network security principles

Hands-on experience with enterprise networking technologies is highly regarded but not essential.

Functional Skills:

• Enjoys troubleshooting and problem-solving.
• Has excellent communication and customer service skills.
• Takes ownership of issues through to resolution.
• Works well under pressure and can prioritise effectively.
• Is passionate about learning new technologies.
• Has a positive attitude and strong attention to detail.
• Enjoys working collaboratively within a team environment.
• Demonstrates initiative and a willingness to continuously improve. These qualities align closely with the communication, problem-solving, teamwork, learning, customer service, and attention-to-detail attributes identified in the existing Service Desk Engineer role profile.

Qualifications and Skills:

• Certificate IV in Information Technology or equivalent.
• 1+ years of experience in an IT support, Service Desk, or MSP environment.
• Strong Microsoft 365 and Windows support experience.
• Excellent verbal and written communication skills.
• Full Australian work rights.

Highly Desirable

• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation
• CompTIA A+
• CompTIA Network+
• Exposure to managed services environments

Benefits and perks

• Centrally located in Norwest – save hours on your daily commute!
• Exposure to a vast range of new technologies.
• Customized Training and Development Plan.
• Be part of a friendly team with a vast amount of knowledge.
• Be part of a growing and expanding company with plenty of room for career growth.