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As the first point of contact for our customers, you will provide technical support, troubleshoot issues, manage tickets, and ensure excellent customer experiences while working closely with our senior engineering teams. This is an excellent opportunity for someone looking to build a long-term career in IT within a fast-paced MSP environment.
Key responsibilities \n
Provide Level 1 support via phone, email, remote support, and service portal
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Log, prioritise, and manage support tickets through to resolution or escalation
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Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications
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Perform user onboarding and offboarding activities
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Assist with password resets, MFA configuration, access requests, and account administration
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Deploy and configure workstations, laptops, and mobile devices
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Maintain accurate ticket notes, documentation, and knowledge base articles
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Escalate complex issues to Level 2 and Level 3 engineers when required
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Deliver outstanding customer service and communication
About you \n
Previous experience in an MSP Help Desk, Service Desk, or IT Support role
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Strong troubleshooting skills across Windows operating systems and Microsoft 365
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Experience with Active Directory, Entra ID, Exchange Online, Teams, and endpoint support
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Experience supporting Apple macOS environments
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Excellent customer service and communication skills
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Strong attention to detail and ability to follow processes
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Ability to work effectively both independently and within a team
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Desirable: Experience administering or supporting Jamf Pro (JAMF)
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Desirable: Experience with Microsoft Intune and mobile device management
About us \n
Accucom is a leading Managed Services Provider delivering IT support, cloud, cybersecurity, networking, and digital transformation solutions to businesses and education providers across Australia. We pride ourselves on providing exceptional customer service and technical expertise while fostering a collaborative and supportive team culture.
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Career progression into Level 2 and Systems Engineering roles
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Exposure to leading technologies including Microsoft 365, Azure, Intune, Defender, and cybersecurity solutions
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Ongoing training and certification support
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Supportive team environment and mentoring from senior engineers
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Modern office located in Norwest with flexible working arrangements
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Level 1 Service Desk Technician • Sydney, NSW, AU
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