Level 1 IT Support Engineer
Downtime Assassin, one of WA's leading MSPs and a multi-award winning provider of IT services, is looking for an enthusiastic Level 1 IT Support Engineer to join our growing team.
We support a diverse range of businesses across WA and nationally, with strong growth in the Construction sector.
As we scale, we need a motivated engineer who thrives on the front line, delivers a great client experience, and wants to build a serious career in managed services.
About the Role
You will be the first point of contact for our clients, providing responsive remote support across a wide range of technologies.
Working within a supportive pod structure, you will triage and resolve day-to-day issues, escalate effectively when needed, and learn directly from experienced Level 2 and Level 3 engineers.
This is the ideal role for someone early in their IT career who wants exposure to modern MSP tooling, structured mentoring, and a explicit pathway to Level 2 and beyond.
Key Responsibilities
Client Interaction:
Act as the first point of contact for client support requests via phone, email, and portal.
Ticket Triage:
Triage, prioritise, and resolve Level 1 tickets within SLA targets.
End User Support:
Provide remote support for desktops, laptops, printers, and peripherals.
Microsoft 365 Administration:
Perform user administration including account creation, password resets, licensing, mailbox and Teams basics.
Monitoring and Alerting:
Respond to and action alerts from Datto RMM monitoring.
User Lifecycle:
Complete new user onboarding and offboarding processes to documented standards.
Escalation:
Escalate complex issues to Level 2 and Level 3 engineers with clear, complete ticket notes.
Documentation and Process:
Maintain accurate documentation in IT Glue, follow established SOPs,



and contribute feedback to improve them.
Client Experience:
Deliver a friendly, qualified client experience on every interaction.
Required Skills and Experience
Technical Skills
Windows ***** desktop support and troubleshooting
Microsoft 365 fundamentals - Outlook, Exchange Online basics, Teams, OneDrive, SharePoint end-user support
Basic Active Directory and Entra ID administration - users, groups, password resets
Basic networking concepts - TCP/IP, DNS, DHCP, Wi-Fi troubleshooting
Printer and peripheral setup and support
Mobile device support (iOS and Android)
Exposure to ticketing systems
Exposure to RMM tools (Datto RMM experience highly regarded)
Professional Skills
Excellent phone manner and customer service focus
Clear written and verbal communication
Strong attention to detail, especially in ticket notes and documentation
Ability to manage time and prioritise in a busy queue
Team player who asks questions rather than guessing
Comfortable with performing on-site client facing jobs
Qualifications and Requirements
Minimum 6 experience in an IT support role, or relevant certification (CompTIA A+, Microsoft fundamentals) with strong aptitude
Current WA driver's licence
Australian Citizenship or Permanent Residency
What We Offer
Supportive and modern working environment
Structured mentoring from senior engineers
Clear pathways for progression and certification
Regular team social events
Annual all-expenses-paid Christmas getaway for staff and families
Access to advanced MSP tooling and current technologies
Salary
$65,000 to $75,000 + Super + Bonuses, depending on skills and experience.
Apply Now
If you're an enthusiastic engineer at the start of your MSP journey who wants to learn fast, work with great people, and deliver exceptional outcomes for clients, we want to hear from you.

📌 Level 1 It Support Engineer (Perth)
🏢 Downtime Assassin
📍 Perth