Level 1

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 is a Sydney-based managed service provider that has been looking after businesses since 1999. Our clients work in financial services, medical and manufacturing, and they count on us to keep their systems secure and running. We're a small team with a strong security focus, so you won't be a ticket number. You'll work directly with senior engineers and learn quickly.

The role

As our Level 1 Support Technician, you'll be the first person our clients talk to. You'll triage and fix day-to-day issues, **escalate** the complex ones, and make sure every client feels looked after.

What you'll do

Answer support requests by phone, email and our client portal

Log, triage and prioritise tickets in our PSA/RMM platform (Atera)

Fix common issues: password resets, MFA, Outlook/M365 problems, printers, mapped drives, basic connectivity

Manage Microsoft 365 users, licences, mailboxes and permissions

Set up and deploy new PCs and laptops, and 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 and setup work

About you

1+ years in an IT helpdesk or support role (MSP experience is a big plus)

Solid troubleshooting skills 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 comfortable juggling several tickets at once

Full Australian driver's licence and own vehicle

Full Australian working rights

Nice to have

Experience with Atera or another RMM/PSA (ConnectWise, NinjaOne, Datto)

Microsoft certifications (MS-900, MD-102) or CompTIA A+/Network+

Exposure to VoIP, firewalls or Windows Server/RDS

What we offer

Hands-on mentoring from experienced engineers and security specialists

A clear path to Level 2 and security roles

Flexible hybrid work

A varied workload across industries, so no two days are the same

A small team where your work is noticed