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 simple, human, and outcome-focused while continuously improving how we support our customers.About the RoleWe 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 ResponsibilitiesAct as first point of contact for IT incidents and service requestsLog, prioritise, and manage tickets through the service desk systemProvide phone, email, and remote support to end usersTroubleshoot Windows, Microsoft 365,



and basic networking issuesSupport Active Directory tasks including password resets and account administrationEscalate complex issues to Level 2/3 support where requiredMaintain clear communication with clients and internal teamsEnsure all tickets are documented accurately and managed within SLA requirementsFollow established processes and contribute to continuous improvementAbout You1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)Strong knowledge of Microsoft 365 and Windows environmentsBasic Active Directory administration experienceFamiliarity with ticketing systems and SLA-driven environmentsConfident communicator with robust customer service skillsAble to work in a fast-paced, high-volume support environmentProblem solver with a proactive and positive attitudeWillingness to learn and grow within a technical teamDesirable (Nice to Have)Experience with Azure / IntuneExposure to ITIL practicesMacOS support experienceCertifications such as CompTIA A+, Network+, Microsoft FundamentalsWhy Join UsWork with a highly experienced MSP teamExposure to a wide range of technologies and clientsStrong focus on learning, training, and career developmentSupportive and collaborative team cultureOpportunities for progression into Level 2 and beyondFlexible working environment
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📌 Level 1 Service Desk Technician (New South Wales)
🏢 Emerging IT
📍 New South Wales