Job Description

IT Helpdesk Support Technician Level 1/2

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Technicalities Group Consulting – Heatherton VIC

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We are a successful IT Services company providing consulting, support, and managed services to business customers across Melbourne.

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We're looking for tech enthusiasts and problem solvers to join our Helpdesk as a Level 1/2 Helpdesk Engineer and provide first class support to our customers.

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Our ideal candidate loves playing with and talking about technology and helping solve people's tech problems.Ideally you will have some experience in a Helpdesk environment or desktop support role.

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This isn't just a Helpdesk role, working with us you will have the opportunity to work hands-on with the newest technologies including the latest in cyber security, networking, and cloud. You will work with and learn from our smartest and most experienced engineers.

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- Work with the latest technology
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- Learn from our best Engineers – advance your knowledge and skills
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- Team lunch provided every Friday
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- Opportunities for training - pursue your areas of interest in networking, cyber security, Wi-Fi
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- We are a small team so working with us you won't be just another number on the Helpdesk
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Requirements:

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Previous experience in a service desk or desktop support role and relevant tertiary qualifications are required for this role. Our ideal candidate will have some knowledge and experience with the following:

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- Demonstrated knowledge of Microsoft Operating systems, O365 Services (Exchange online, SharePoint online, OneDrive, MS Teams) and Active Directory
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- Troubleshooting of Level 1 software and hardware faults
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- Microsoft 365 user management,



configuration and troubleshooting
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- Basic knowledge of VMware and Hyper-V environments
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- A good understanding of basic networking concepts including routers, switches, firewalls
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- VPN and remote access solutions
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- Backup software and solutions
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- Helpdesk ticketing and RMM systems
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- Experience with endpoint protection products
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- A basic understanding of cyber security products including EDR, SIEM, Application Control
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- A minimum 1-2 years experience is required in a Helpdesk or similar support role
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You should also possess:

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- Solid analytical and problem-solving skills to be able to diagnose and resolve entry level technical and hardware issues
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- Excellent communication skills and a proactive mindset
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Job tasks and responsibilities

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- Triage incoming tickets and allocate tickets to the appropriate resources for resolution
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- Troubleshoot customer issues efficiently and effectively using remote support tools
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- Responding to and resolving desktop, server, and network issues
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- Resolve a range of Level 1 - 2 customer issues including password issues, 365 issues, access problems, backups, cloud hosted phone configuration issues and more
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- Escalation of tickets to level 2 and 3 support when requiredManage onboarding and offboarding of users in managed customer environments
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- Assist with patch management, cyber security compliance and maintenance for managed clients
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- Keep ticket notes, client information and configuration items up to date
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- Adherence to SLAs and prioritisation of incidents
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- Create and update new Helpdesk documentation as required
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- Training and research to stay up to date with new technology
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📌 IT Helpdesk Support Technician Level 1/2 (City of Kingston)
🏢 Technicalities Group Consulting
📍 City of Kingston