IT First Responder is a Managed IT and Cybersecurity provider supporting businesses across Australia. We’re looking for a Junior IT Support Technician to join our team in Castle Hill.

This is a Level 1 support role suited to someone starting or building their career in IT. You may already have experience working in IT support, or you might currently be studying IT, Networking, Cyber Security or a related field at TAFE or equivalent and looking for an opportunity to turn what you’re learning into real-world experience.

Working in an MSP means every day is different. You’ll work across multiple client environments and gain hands-on experience with Microsoft 365, Windows, networking, cybersecurity and business technology.

We don’t expect you to know everything. We do expect you to be curious, resourceful, genuinely interested in technology and willing to think through a problem.

Before You Apply – Minimum Requirements

Please only apply if the following requirements work for you. These are non-negotiable for this role.

• This is NOT a remote role. The position is office-based in Castle Hill, NSW. Please consider your commute before applying.

- Start time is 8:30 AM. Reliability and punctuality are essential.

• You must be an Australian citizen or permanent resident. This is a mandatory requirement for the position.

- A valid Australian driver’s licence is required.
- You should have some familiarity with Microsoft 365 and Windows environments. We don’t expect a junior technician to know every admin function, but you should be comfortable with technology and able to learn new systems.
- Excellent spoken and written English is required. You’ll communicate directly with clients and document your work, so explicit communication matters.
- This is an MSP environment. You’ll support multiple businesses across different industries, each with different systems, setups and users.
- You need to be comfortable working in a fast-paced environment, managing multiple priorities and dealing professionally with frustrated users while setting clear expectations.

What You’ll Be Doing





- Providing remote and occasional onsite IT support to business clients
- Troubleshooting Windows desktops and laptops
- Supporting Microsoft 365 including Outlook, Teams, SharePoint and OneDrive
- Assisting with user onboarding, offboarding, licensing and permissions in Microsoft 365 and Entra ID
- Troubleshooting common network connectivity issues including Wi-Fi, DNS, DHCP and VPNs
- Setting up and configuring computers, devices and peripherals
- Supporting printers and common business applications
- Monitoring and responding to alerts from RMM and monitoring systems
- Maintaining clear and accurate ticket notes and technical documentation
- Researching and troubleshooting technical issues you haven’t encountered before
- Escalating more complex issues to senior technicians when appropriate, with clear notes on what you’ve already investigated and tried

What We’re Looking For

You do not need years of commercial IT experience to apply. We’re interested in candidates who either have previous IT support/helpdesk experience or are currently studying IT, Networking, Cyber Security or a related field at TAFE or equivalent.

More importantly, we want someone with a genuine interest in technology.

You should enjoy figuring things out. If you encounter something you haven’t seen before, your first instinct should be to investigate, research and understand the problem rather than immediately hand it to someone else.

You’ll need

- A genuine interest in technology and how things work
- Strong troubleshooting and problem-solving skills
- Curiosity and a willingness to learn
- The ability to research problems you haven’t encountered before
- Logical thinking and the ability to work through problems methodically




- Good attention to detail
- Strong communication and customer service skills
- The ability to manage and prioritise multiple support requests
- A calm and professional approach when dealing with client issues
- The ability to use AI tools effectively and responsibly, while applying your own judgement rather than blindly following AI-generated instructions
- The confidence to ask for help when you need it, while making a reasonable attempt to investigate the problem first

Why Join IT First Responder?

You’ll get exposure to far more than password resets.

Working in an MSP gives you the opportunity to see different businesses, technologies and problems every day. You’ll build practical skills across Microsoft 365, networking, endpoint management, cybersecurity and cloud technologies while working alongside experienced technicians.

For someone at the beginning of their IT career who actually likes technology and wants to learn, there’s a lot of opportunity to grow.

How to Apply

You can apply here or email [email protected] (preferred).

Please include the phrase “Attention to detail” in the subject line and briefly answer the following three questions:

1. A user reports that Outlook is not receiving emails. What is the first thing you would check?
2. A user says their computer will not turn on. What are the first two things you would check?
3. You’re troubleshooting an issue and ask an AI tool for assistance. It suggests three possible solutions:

A. Check the relevant Windows Event Logs for errors relating to the issue. B. Verify the affected service is running and restart it if appropriate.

C. Temporarily disable the endpoint security/EDR agent because it may be interfering with the application.

How would you approach these suggestions, and what would you do next?

We’re not looking for essay-length answers or perfectly worded technical responses. We want to understand how you think, troubleshoot and approach a problem.

Applications that do not follow the application instructions may not be considered.

📌 Support Technician (Castle Hill)
🏢 IT First Responder
📍 Castle Hill