Company Description Pivot IT is a cybersecurity-focused managed service provider supporting businesses across regional NSW, Canberra, Brisbane and Melbourne. Security is embedded into all services, with layered endpoint protection, identity hardening, and continuous monitoring provided as standard for every client environment. The team delivers managed IT, Microsoft 365 and Entra ID solutions, endpoint and identity security, cloud and infrastructure services, and practical compliance and risk support.

Pivot IT primarily works with professional services firms, community organisations, and SMEs that require enterprise-grade security without an in-house enterprise IT department. Based in Marulan, NSW, Pivot IT serves clients Australia-wide while maintaining a selective onboarding approach to ensure deep understanding of each client’s environment.

Role Description This is a part-time Level 1 Support Engineer role based in the Goulburn region. The Level 1 Support Engineer will be responsible for handling incoming support requests, performing initial troubleshooting, and resolving common technical issues across operating systems, endpoints, and core applications. Daily tasks include logging and prioritising tickets, providing clear and professional customer support, escalating complex issues to higher-level engineers, and following established procedures and documentation.





The role also involves monitoring systems and alerts, assisting with basic configuration and updates, and contributing to a high-quality service experience that aligns with Pivot IT’s security-focused approach. The successful candidate will collaborate closely with the wider technical team and maintain consistent, respectful communication with clients and colleagues.

Qualifications

- Candidates should possess solid troubleshooting and technical support skills, including diagnosing and resolving Level 1 incidents.
- Candidates should possess effective customer support and customer service capabilities, with a focus on clear communication and client satisfaction.
- Candidates should possess practical knowledge of common operating systems (such as Windows, macOS, and basic mobile OS environments).
- Candidates should possess the ability to follow documented procedures, maintain accurate ticket records, and escalate issues appropriately.
- Relevant qualifications such as a certificate or diploma in IT, Computer Science, or a related field, or equivalent experience, are beneficial.
- Familiarity with cybersecurity fundamentals, remote support tools, and managed services environments is advantageous.
- Strong problem-solving skills, attention to detail, and the ability to work effectively in an on-site team environment are expected.

📌 Level 1 Support Engineer (Goulburn)
🏢 Pivot IT
📍 Goulburn