About Us

Emerging IT is one of Australia’s most awarded Managed Service Providers, supporting over 280 businesses nationwide. We’re a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.

We pride ourselves on doing IT differently — keeping things easy, human, and outcome-focused while continuously improving how we support our customers.

About the Role

We are looking for a Level 1 Service Desk Technician to join our Technical Support team. This is a hands-on, fast-paced role acting as the first point of contact for client IT issues.

You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.

This role is ideal for someone with 1–2 years’ MSP experience who is ready to grow their technical skills in a supportive and high-performing team.

Key Responsibilities

- Act as first point of contact for IT incidents and service requests

- Log, prioritise, and manage tickets through the service desk system

- Provide phone, email, and remote support to end users

- Troubleshoot Windows, Microsoft 365, and basic networking issues

- Support Active Directory tasks including password resets and account administration

- Escalate complex issues to Level 2/3 support where required

- Maintain clear communication with clients and internal teams





- Ensure all tickets are documented accurately and managed within SLA requirements

- Follow established processes and contribute to continuous improvement

About You

- 1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)

- Strong knowledge of Microsoft 365 and Windows environments

- Basic Active Directory administration experience

- Familiarity with ticketing systems and SLA-driven environments

- Confident communicator with strong customer service skills

- Able to work in a fast-paced, high-volume support environment

- Problem solver with a proactive and positive attitude

- Willingness to learn and grow within a technical team

Desirable (Nice to Have)

- Experience with Azure / Intune

- Exposure to ITIL practices

- MacOS support experience

- Certifications such as CompTIA A+, Network+, Microsoft Fundamentals

Why Join Us

- Work with a highly experienced MSP team

- Exposure to a wide range of technologies and clients

- Strong focus on learning, training, and career development

- Supportive and collaborative team culture

- Opportunities for progression into Level 2 and beyond

- Flexible working environment

How to Apply

If you're looking to build your IT career in a fast-paced MSP environment and want to grow your technical skills, we’d love to hear from you.

📌 Level 1 Service Desk Technician (North Sydney)
🏢 Emerging IT
📍 North Sydney