Service Desk Engineer- L1

About the Role

As a Service Desk Engineer- L1 , you will play a key role in delivering exceptional service to customers by taking ownership of technical issues and driving them through to timely resolution.

This role is suited to an experienced Level 1–1.5 Service Desk Engineer with 2–3 years of client-facing IT support experience, strong troubleshooting skills and a customer-first approach.

About the Client

You will be working with a professional managed services provider supporting customers across their Microsoft and end-user technology environments. The team is focused on delivering responsive technical support, clear communication and positive customer outcomes.

Ideal Profile

• 2–3 years of experience in a client-facing IT Service Desk or Level 1–1.5 support role.
• Practical experience supporting Microsoft environments and end users.
• Strong customer service mindset with a focus on delivering exceptional support.
• Confident taking ownership of technical issues and seeing them through to resolution.
• Strong troubleshooting and problem-solving abilities.
• Clear, professional and empathetic communication skills.
• Organised, dependable and attentive to detail.
• Comfortable working independently while collaborating effectively with teammates.
• Proactive and committed to continuous learning.

Responsibilities

Customer & Service Desk Support

• Deliver exceptional technical support and customer service across assigned requests.
• Take ownership of customer technical issues and progress them through to timely resolution.
• Manage support requests in line with established processes and service levels.
• Communicate clearly with customers throughout the troubleshooting and resolution process.
• Set appropriate expectations and provide meaningful updates on the progress of issues.

Technical Troubleshooting

• Troubleshoot Microsoft and end-user technology issues using a structured approach.
• Investigate issues thoroughly and apply appropriate solutions within the scope of the role.
• Escalate issues appropriately when specialist assistance is required.
• Maintain clear and accurate documentation of troubleshooting steps, outcomes and next actions.

Continuous Improvement

• Contribute to internal knowledge sharing and documentation.
• Identify recurring issues and opportunities to improve support processes.
• Remain open to feedback and actively develop technical knowledge and service desk capabilities.

How we take care of our team

💰 Get paid in Australian Dollars
🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
🩺 Generous OPD coverage from doctor visits to all your medical needs
🏡 Home office setup allowance to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great Christmas & financial year-end parties to unwind with your loved ones