ATS Solutions is looking for a Level 1 Systems Engineer to join our Perth-based service desk team.
This is a hands-on support role working across a diverse portfolio of MSP clients.
You will be the first point of contact for client technical issues, resolving common user-facing problems remotely and occasionally on-site, while escalating more complex issues to our Level 2 and Level 3 engineers.
What You'll Do
Technical Support
Identity & Access Support
Resolve authentication and account access issues across cloud and on-premises environments.
Collaboration Tools Support
Troubleshoot communication and file sync problems across business productivity platforms.
Printer & Peripheral Support
Handle printer setup, driver issues, and network printer configuration.
Remote Access & Connectivity
Support VPN, remote desktop, and basic network connectivity issues.
Business Application Support
Assist with standard office software and common line-of-business applications.
Identity and Access Administration
Provision and manage user accounts, groups, and shared resources across business systems.
Handle permission delegation, group membership, and software licence management.
Configure email security rules, access exceptions, and basic mail routing tasks.
Manage user access to shared sites, folders, and collaborative resources.
Security Triage
Acknowledge and triage endpoint protection and monitoring alerts.
Review quarantined items,



compromised account indicators, and Defender alerts.
Escalate malware, suspicious activity, and policy breaches to senior engineers.
Documentation & Communication
Maintain detailed client network documentation in our CRM
Create knowledge base articles for common issues
Log accurate time entries and manage ticket workflows
Communicate effectively with clients at all technical levels
What We're Looking For
Essential
1–2 years of IT support experience in an MSP, help desk, or corporate environment.
Solid understanding of Microsoft 365, Entra ID, and Windows *****.
Basic networking knowledge: TCP/IP, DNS, DHCP, VPN concepts.
Strong troubleshooting mindset and transparent written/verbal communication.
Ability to manage multiple tickets, prioritise under pressure, and follow process.
Self-motivated with a genuine desire to grow toward Level 2.
Desirable
Microsoft 365 Fundamentals, CompTIA A+, or Network+.
Experience with Microsoft Intune, Autopilot, or ConnectWise PSA.
PowerShell or scripting fundamentals.
VoIP/phone system administration (3CX preferred).
ITIL Foundation.
What We Offer
Diverse client exposure across multiple industries.
Clear pathway from Level 1 to Level 2 and beyond.
Supportive team environment with mentoring from senior engineers.
Professional development and certification support.
Competitive remuneration package.

📌 Helpdesk Analyst (Perth)
🏢 ATS Solutions
📍 Perth