A1 Technologies is a rapidly growing Microsoft consultancy helping organisations deploy, manage, and optimise their Microsoft cloud and supporting infrastructure environments.

We are building a company that believes in culture first, and that means creating a versatile, supportive, and inclusive environment. We encourage and embrace continual learning and education, work life balance, and making a difference for our team, our customers, and our partners. We believe these initiatives help to deliver incredible service and solutions to our customers across Australia, New Zealand, UK, and US.

We make it our mission to help our customers transform from legacy environments to a cloud-first environment; improving resilience and security, consolidating costs, and giving our customers the best user experience possible wherever they are working from.

More About Us:

- We are a highly inclusive culture that is focused on supporting our team first and foremost.
- We are hyper-focused on two key vendors: Microsoft and Fortinet.
- We love helping good people do good things.
- We are a fully remote working organisation.

What we are offering:

- Work with a fast paced, fun, and dynamic team handling cutting edge Microsoft & Fortinet projects for some of Australia's biggest brands.
- Work from anywhere (must be able to work AEST/AEDT time zone).
- Competitive package.
- Certification & education paths and support.
- Flexible work including 4-day work week.

As a Microsoft Service Desk Engineer your primary role is to deliver exceptional service to our customers . You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 1-1.5 Service Desk Engineer with 2-3 years’ experience working directly with clients.





Key responsibilities

Service desk operations

- Monitor and actively manage assigned ticket queues throughout the day.
- Take ownership of support requests and progress them in line with agreed service levels.
- Record clear ticket notes, troubleshooting steps, time entries, outcomes and next actions.
- Prioritise work appropriately, identify SLA risk early and communicate delays proactively.
- Follow established service desk processes, security controls and customer-specific procedures.

Microsoft 365 and end-user support

- Support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft Entra ID.
- Complete user administration tasks, including account creation, access changes, group membership, licensing and multi-factor authentication support.
- Troubleshoot Windows 11 devices, Microsoft 365 applications, printers, peripherals and common connectivity issues.
- Provision and configure users, computers and mobile devices using approved standards and tools.
- Assist with Microsoft Intune enrolment, compliance and application deployment issues within the role’s authority and capability.

Customer experience and communication

- Communicate clearly, professionally and empathetically by telephone, email and remote support channels.
- Set realistic expectations and provide customers with meaningful updates.




- Translate technical information into clear, practical language.
- Escalate customer concerns, recurring issues and service risks promptly.

Troubleshooting, escalation and knowledge

- Use structured troubleshooting, internal knowledge resources and approved vendor documentation before escalating.
- Escalate issues when troubleshooting has been exhausted, the issue exceeds the role’s access or skill level, or SLA and customer risk require specialist involvement.
- Provide complete escalation notes covering impact, scope, evidence, actions attempted and recommended next steps.
- Create and improve internal knowledge base articles and customer walkthrough guides.
- Identify recurring incidents and suggest opportunities to improve processes, documentation or automation.

Experience and qualifications

- Approximately 2 to 3 years of experience in an IT service desk for managed services provider.
- Practical experience supporting Microsoft 365 and Windows users.
- Demonstrated experience working with ticket queues, priorities and service levels.
- Microsoft certification such as MS-900, AZ-900 or SC-900 is desirable, or a commitment to complete agreed certifications.

About you

- Customer-focused, calm and respectful, including during high-pressure situations.
- Accountable for outcomes and able to progress work without close supervision.
- Excellent problem-solving and judgement.
- Clear and accurate in written and verbal communication.
- Organised, dependable and attentive to detail.
- Open to feedback and committed to continuous learning.
- Proactive in raising risks, process gaps and workload concerns early.
- Team-oriented and willing to support teammates while taking ownership of individual responsibilities.

📌 Microsoft Service Desk Engineer (Level 1.5) (Australia)
🏢 A1 Technologies
📍 Australia