As the first point of contact for our customers, you will provide technical support, troubleshoot issues, manage tickets, and ensure excellent customer experiences while working closely with our senior engineering teams. This is an excellent opportunity for someone looking to build a long-term career in IT within a fast-paced MSP environment.

Key responsibilities

Provide Level 1 support via phone, email, remote support, and service portal

Log, prioritise, and manage support tickets through to resolution or escalation

Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications

Perform user onboarding and offboarding activities

Assist with password resets, MFA configuration, access requests, and account administration

Deploy and configure workstations, laptops, and mobile devices

Maintain accurate ticket notes, documentation, and knowledge base articles

Escalate complex issues to Level 2 and Level 3 engineers when required

Deliver outstanding customer service and communication

About you

Previous experience in an MSP Help Desk, Service Desk, or IT Support role

Strong troubleshooting skills across Windows operating systems and Microsoft 365

Experience with Active Directory, Entra ID, Exchange Online,



Teams, and endpoint support

Experience supporting Apple macOS environments

Excellent customer service and communication skills

Strong attention to detail and ability to follow processes

Ability to work effectively both independently and within a team

Desirable: Experience administering or supporting Jamf Pro (JAMF)

Desirable: Experience with Microsoft Intune and mobile device management

About us

Accucom is a leading Managed Services Provider delivering IT support, cloud, cybersecurity, networking, and digital transformation solutions to businesses and education providers across Australia. We pride ourselves on providing exceptional customer service and technical expertise while fostering a collaborative and supportive team culture.

Career progression into Level 2 and Systems Engineering roles

Exposure to leading technologies including Microsoft 365, Azure, Intune, Defender, and cybersecurity solutions

Ongoing training and certification support

Supportive team workplace and mentoring from senior engineers

Modern office located in Norwest with flexible working arrangements

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📌 Level 1 Service Desk Technician (New South Wales)
🏢 Accucom Systems Integration
📍 New South Wales