Job Description
Emerging IT is one of Australia's most awarded Managed Service Providers, supporting over 280 businesses nationwide. We're a cooperative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.
n
We pride ourselves on doing IT differently — keeping things simple, human, and outcome-focused while continuously improving how we support our customers.
n
About the Role
n
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.
n
You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.
n
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.
n
Key Responsibilities
n
n
Act as first point of contact for IT incidents and service requests
n
Log, prioritise, and manage tickets through the service desk system
n
Provide phone, email, and remote support to end users
n
Troubleshoot Windows, Microsoft 365, and basic networking issues
n
Support Active Directory tasks including password resets and account administration
n
Escalate complex issues to Level 2/3 support where required
n




Maintain clear communication with clients and internal teams
n
Ensure all tickets are documented accurately and managed within SLA requirements
n
Follow established processes and contribute to continuous improvement
n
n
About You
n
n
1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
n
Strong knowledge of Microsoft 365 and Windows environments
n
Basic Active Directory administration experience
n
Familiarity with ticketing systems and SLA-driven environments
n
Confident communicator with strong customer service skills
n
Able to work in a fast-paced, high-volume support environment
n
Problem solver with a proactive and positive attitude
n
Willingness to learn and grow within a technical team
n
n
Desirable (Nice to Have)
n
n
Experience with Azure / Intune
n
Exposure to ITIL practices
n
MacOS support experience
n
Certifications such as CompTIA A+, Network+, Microsoft Fundamentals
n
n
Why Join Us
n
n
Work with a highly experienced MSP team
n
Exposure to a wide range of technologies and clients
n
Strong focus on learning, training, and career development
n
Supportive and collaborative team culture
n
Opportunities for progression into Level 2 and beyond
n
Flexible working environment
n

📌 Level 1 Service Desk Technician (New South Wales)
🏢 Emerging IT
📍 New South Wales