Job Description
MSP - Helpdesk Support Engineer - Level 1/2
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Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth, we are looking for an experienced Level 1 Helpdesk Support Engineer looking to take the next step and move toward becoming a Level 2 Support Engineer.
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Your Role
n This position will see you engage remotely and directlywith our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working in our office based in Zetland NSW with our awesome team! It's a fast-paced environment and we expect a high level of performance, the opportunities to learn and grow with this role areawesome!
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Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.
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You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications.
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You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients.
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Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.
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Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.
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Be responsible for providing technical support and incident management across technology areas and platforms.
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Coordinate, collaborate and escalate incidents within established timelines.
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About Not Just IT
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Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth,



we are looking for an experienced Level 1 Helpdesk Support Engineer looking to take the next step and move toward becoming a Level 2 Support Engineer.
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Your Role
n This position will see you engage remotely and directlywith our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working in our office based in Zetland NSW with our awesome team! It's a fast-paced setting and we expect a high level of performance, the opportunities to learn and grow with this role areawesome!
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Your day-to-day responsibilities
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Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.
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You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications.
n
You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients.
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Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.
n
Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.
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Be responsible for providing technical support and incident management across technology areas and platforms.
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Coordinate, collaborate and escalate incidents within established timelines.
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About you
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A good understanding on IT support & services policies, processes and IT infrastructure technical support.
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2+ years' experience supporting Microsoft technologies including Microsoft 365, Microsoft Azure, Microsoft Teams, Microsoft Office Apps, and Windows *****.
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2+ years' experience on service desk and customer facing experience with strong customer facing skills, business acumen and integrity.
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Demonstrated experience in troubleshooting and problem resolution for desktop, printer, networking & server technologies.
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Understanding of the ITIL Incident Management process.
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Experience in installing and configuring hardware such as desktop, laptop, and networking technology.
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Excellent communications skills, both written and verbal.
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Ability to work autonomously and in a team environment.
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Desirable qualifications
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Microsoft Certified
SystemAdministrator(MCSA)
certification.
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ITILFoundationcertification.
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Knowledge of service desksoftware logging systems and remote management systems.
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Experience working with Microsoft 365/Microsoft Azure/Microsoft Intune
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Have clear, excellent written and verbal communication skills.
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Strong analytical and problem-solving abilities.
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Always ethical, honest and transparent in all your interactions.
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📌 Remote Helpdesk Engineer (Level 1-2) Ms Cloud Focus (New South Wales)
🏢 Not Just IT Australia
📍 New South Wales