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 rapid-paced MSP workplace.Key responsibilitiesProvide Level 1 support via phone, email, remote support, and service portalLog, prioritise, and manage support tickets through to resolution or escalationTroubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applicationsPerform user onboarding and offboarding activitiesAssist with password resets, MFA configuration, access requests, and account administrationDeploy and configure workstations, laptops, and mobile devicesMaintain accurate ticket notes, documentation, and knowledge base articlesEscalate complex issues to Level 2 and Level 3 engineers when requiredDeliver outstanding customer service and communicationAbout youPrevious experience in an MSP Help Desk, Service Desk, or IT Support roleStrong troubleshooting skills across Windows operating systems and Microsoft 365Experience with Active Directory, Entra ID, Exchange Online, Teams,



and endpoint supportExperience supporting Apple macOS environmentsExcellent customer service and communication skillsStrong attention to detail and ability to follow processesAbility to work effectively both independently and within a teamDesirable: Experience administering or supporting Jamf Pro (JAMF)Desirable: Experience with Microsoft Intune and mobile device managementAbout usAccucom 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 team-oriented and supportive team culture.Career progression into Level 2 and Systems Engineering rolesExposure to leading technologies including Microsoft 365, Azure, Intune, Defender, and cybersecurity solutionsOngoing training and certification supportSupportive team environment and mentoring from senior engineersModern office located in Norwest with flexible working arrangements
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📌 Level 1 Service Desk Technician (Sydney)
🏢 Accucom Systems Integration
📍 Sydney