Junior IT Support Tech - Mentored, Hybrid, Client-Focused

Kinsoft Pty Ltd; Manila; Hybrid; PHP 2,618,000 - 3,490,000; Full time

Benefits offered by this job

Mentoring from security engineers

Clear path to Level 2

Hybrid work

Diverse workload

Small team impact

Job summary

Kinsoft Pty Ltd, a Sydney-based managed service provider, is seeking a Level 1 Support Technician. You will be the first point of contact for clients, triaging issues, and escalating complex cases to senior engineers while ensuring excellent service.

You'll handle phone, email and portal requests, log and triage tickets in Atera, fix common issues from password resets to Outlook/M365, manage Microsoft 365 users, and assist with device setup.

Qualifications

• 1+ years in an IT helpdesk or MSP support.
• Solid troubleshooting on Windows 10/11.
• Working knowledge of Microsoft 365 and Active Directory.
• Basic understanding of networking (DNS, DHCP, TCP/IP).
• Clear, friendly communicator who can explain tech to non-technical people.
• Organised and able to juggle several tickets at once.
• Australian working rights.

Responsibilities

• Answer support requests by phone, email and client portal.
• Log, triage and prioritise tickets in PSA/RMM platform (Atera).
• Fix common issues: password resets, MFA, Outlook/M365 problems, printers, mapped drives.
• Manage Microsoft 365 users, licences, mailboxes and permissions.
• Set up and deploy new PCs and laptops, onboard/offboard users.
• Do basic Active Directory / Entra ID administration.
• Escalate L2/L3 issues to senior engineers with clear notes.
• Keep documentation up to date and contribute to the knowledge base.
• Visit client sites now and then for hardware/setup work.

Skills

MSP experience

Windows troubleshooting

Microsoft 365

Active Directory

Networking basics

Clear communicator

Ticket juggling

Australian work rights

Tools

Atera

Microsoft 365 admin

Entra ID

Job description

Kinsoft Pty Ltd, a Sydney-based managed service provider, is seeking a Level 1 Support Technician. You will be the first point of contact for clients, triaging issues, and escalating complex cases to senior engineers while ensuring excellent service.

You'll handle phone, email and portal requests, log and triage tickets in Atera, fix common issues from password resets to Outlook/M365, manage Microsoft 365 users, and assist with device setup.