Systems Field Engineer - L1

Genie Hiring; City of Melbourne; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Mentoring from senior engineers

Career path to L2

Training opportunities

Job summary

Genie Hiring seeks a Systems Field Engineer (L1) to provide onsite and remote IT support across Melbourne. You will fix day-to-day issues, set up devices and users, and build strong relationships with client staff.

This hands-on role focuses on Microsoft 365 and basic Entra ID (Azure AD) support, with guidance from senior engineers for escalations. You will be mentored toward L2 and beyond, in a modern cloud-first MSP environment, with clear career progression and hands-on exposure to diverse

Qualifications

• Entry-level certifications like MS-900/SC-900/MD-102 or CompTIA A+ are valued.
• 0-2 years in IT support or help desk is acceptable.
• Strong willingness to learn and grow in a client-facing MSP environment.

Responsibilities

• Serve as first contact for IT issues onsite and remotely.
• Troubleshoot Windows 10/11, peripherals and devices.
• Provide L1 support for Microsoft 365 apps like Outlook and Teams.
• Perform basic Entra ID/Azure AD tasks and MFA setup.
• Assist with device onboarding/offboarding and basic Intune enrollment.
• Log, track and close tickets within SLAs; escalate to L2/L3 as needed.
• Build positive relationships with client staff during site visits.

Skills

Microsoft 365 admin

Windows troubleshooting

Networking basics

Customer service

Ticketing systems

Willingness to learn

Education

MS-900/SC-900/MD-102/CompTIA A+

Tools

ConnectWise

Autotask

Freshservice

Job description

• Provide first-line (L1) technical support to clients, both onsite and remotely, and elevate complex issues to senior engineers.
• Support users across Microsoft 365, Entra ID (Azure AD) and everyday end-user devices.
• Enjoy a hands-on, client-facing field role with strong training and a clear path to grow into L2.

AboutOur Client

Ourclient is a progressive and innovative Managed Services Provider (MSP)dedicated to delivering strategic, high-value technology solutions. Theyspecialise in leveraging the full power of the modern cloud stack, includingMicrosoft 365 and Azure, to help their clients succeed. They foster a cultureof technical excellence, continuous learning, and collaborativeproblem-solving, empowering their team to take ownership and make a realimpact.

Aboutthe role

As a Systems Field Engineer (L1), you will be the friendly, reliable face of the team at client sites across Melbourne. You will visit clients to fix day-to-day IT issues, set up devices and users, and build strong working relationships with client staff. This is a hands-on, client-facing role focused on Microsoft 365 and basic Entra ID (Azure AD) support. You will work closely with senior engineers, who will guide you, take on escalations and help you grow your skills.

Musthaves:

• Basic hands-on knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Basic understanding of Entra ID (Azure AD) user and group management, or a strong willingness to learn.
• 0-2 years of experience in IT support, help desk or a similar role (graduates with relevant study or labs are welcome).
• Current driver's license and willingness to travel to client sites.

Role andResponsibilities

• Act as the first point of contact for client IT issues, both onsite and remotely, and resolve L1 tickets.
• Troubleshoot and fix common issues with Windows 10/11 laptops, desktops, printers, monitors and peripherals.
• Provide L1 support for Microsoft 365 apps, including Outlook, Teams, OneDrive, SharePoint and Office apps.
• Perform basic Entra ID (Azure AD) and M365 admin tasks such as password resets, MFA setup, user creation, licence assignment and group changes.
• Set up new user devices and assist with onboarding and offboarding, including basic Intune enrolment under guidance.
• Log, update and close tickets within agreed SLAs, and elevate complex issues to L2/L3 engineers with clear notes.
• Build and maintain positive relationships with client staff during site visits.
• Contribute to simple documentation and knowledge base articles.

Experience/Skills

• Basic knowledge of Microsoft 365 and Entra ID (Azure AD) administration.
• Good understanding of Windows 10/11 and desktop troubleshooting.
• Basic networking knowledge (IP addressing, DNS, Wi-Fi and VPN troubleshooting).
• Awareness of basic security practices such as MFA, phishing awareness and password hygiene.
• Familiarity with ticketing systems (e.g., ConnectWise, Autotask, Freshservice) is a plus.
• Good problem-solving skills and the ability to follow procedures and checklists.
• Excellent communication and customer service skills, with a professional and friendly manner.
• Eagerness to learn, take feedback and grow within a team environment.

Qualification

Entry-level certifications (e.g., Microsoft 365 Fundamentals MS-900, SC-900, MD-102 or CompTIA A+) are highly regarded, but a positive attitude, strong customer focus and willingness to learn are most important.

What ison offer

• The opportunity to start or grow your IT career within a supportive MSP environment.
• Hands-on exposure to a modern cloud-first technology stack across a range of client environments.
• Mentoring from senior engineers and support towards Microsoft certifications.
• A clear career path from L1 to L2 and beyond.
• A collaborative and friendly team where your contribution is valued.

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