Level 1.5 Service Desk Engineer | AU MSP | WFH

This role is designed to take ownership of first-touch support and ticket flow creating breathing space for our Level 2 and Level 3 engineers to focus on escalations and project work. If you enjoy resolving issues staying organised and working in a fast-paced MSP environment youll fit right in

Youll be the kind of person who:

• Owns first-touch support and confidently handles Level 1 to Level 1.5 requests end-to-end
  
• Works tickets efficiently while maintaining quality notes and clear customer updates
  
• Jumps onto devices remotely to fix issues proactively (often without needing outbound calls)
  
• Logs and tracks time accurately (visibility matters not micromanagement)
  
• Escalates smartly when issues go beyond a reasonable troubleshooting window while still learning along the way
  
• Communicates blockers early instead of letting tickets stall for days
  

• Triage incoming tickets via phone and email
  
• Provide remote Level 1 / Level 1.5 IT support across multiple client environments
  
• Update ticket statuses properly and follow defined workflows and priorities
  
• Track time against tasks/tickets with accuracy and discipline
  
• Use remote access tools to troubleshoot and resolve issues quickly
  
• Support checklists and recurring operational tasks (e.g. backup checks monitoring client health checks)
  
• Contribute to documentation improvements and knowledge sharing (reducing tribal knowledge)
  
• Assist with project tasks where appropriate (based on capability and interest)
  

Were looking for strong fundamentals and the ability to work across a variety of client setups.

Core Skills / Experience

• Windows 11 support
  
• Microsoft 365 (user support basic admin exposure)
  
• Troubleshooting desktops/laptops and common end-user issues
  
• Basic networking fundamentals (connectivity access common LAN/Wi-Fi issues)
  
• Comfort working in a ticket-driven environment
  

Tools Exposure (Strong Advantage)

• ConnectWise (ticketing/time tracking)
  
• NinjaRMM (or similar RMM tools)
  

• High visibility of your work via ticket updates accurate time logging
  
• Consistent productivity with a target of 8.5 hours of accountable time/day
  
• Strong ticket throughput while keeping quality notes and customer communication intact
  
• Ownership mindset: if you take the ticket you own the outcome
  

Requirements

• 3 years overall IT support experience (aligned with Level 1 / 1.5 support)
  
• Excellent English communication (written and verbal)
  
• Strong organisation accountability and comfort working independently in a remote setup
  
• Ability to manage multiple tickets and priorities without losing control of follow-through
  

• 3 years support experience plus 12 months MSP preferred
  
• Experience with Application Control Backup software EDR platform/threat hunting mail filtering and DNS modifications.
  
• Microsoft and/or Cisco certifications (entry-level is fine)
  
• Familiarity with time-based service delivery and SLA-driven environments
  
• Confidence working across many clients (not just one internal environment)
  

• Take complete responsibility for your actions and items that will impact your tasks.
  
• Always support the team and work together for a resolution.
  
• Communicate clearly when things are working and when youve hit a road block.
  

• Do the right thing when no one is looking.
  
• Honesty builds trust with our clients this is why weve retained clients for over 15 years.
  
• Be fair - if a job should have been discounted due to on the job training or a vendor mistake let management know.
  

• Communicate often and clearly (emails tickets phone calls etc)
  
• Be the bridge between the client and the technology they want to use.
  

• Your family comes first.
  
• Disconnect outside of work hours.
  
• Work to live dont live to work.
  

Benefits