Job Description
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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.
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We pride ourselves on doing IT differently — keeping things simple, human, and outcome-focused while continuously improving how we support our customers.
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, quick‐paced role acting as the first point of contact for client IT issues.
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You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.
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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 n
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Act as first point of contact for IT incidents and service requests
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Log, prioritise, and manage tickets through the service desk system
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Provide phone, email, and remote support to end users
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Troubleshoot Windows, Microsoft 365, and basic networking issues
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Support Active Directory tasks including password resets and account administration
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Escalate complex issues to Level 2/3 support where required
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Maintain transparent communication with clients and internal teams
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Ensure all tickets are documented accurately and managed within SLA requirements
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Follow established processes and contribute to continuous improvement
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About You n
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1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
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Strong knowledge of Microsoft 365 and Windows environments
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Basic Active Directory administration experience
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Familiarity with ticketing systems and SLA-driven environments
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Confident communicator with strong customer service skills
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Able to work in a fast-paced, high-volume support environment
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Problem solver with a proactive and positive attitude
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Willingness to learn and grow within a technical team
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Desirable (Nice to Have) n
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Experience with Azure / Intune
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Exposure to ITIL practices
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MacOS support experience
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Certifications such as CompTIA A+, Network+, Microsoft Fundamentals
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Why Join Us n
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Work with a highly experienced MSP team
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Exposure to a wide range of technologies and clients
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Strong focus on learning, training, and career development
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Supportive and collaborative team culture
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Opportunities for progression into Level 2 and beyond
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Flexible working environment
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#J-*****-Ljbffr

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