Job Title: Level 1 IT Support Helpdesk Engineer (On Site)

Company: Setup4

Location: Melbourne South Eastern Suburbs

Job Type: Full-time/Part-time

Salary: $56,000.00 – $63,000.00 (inc Super) per year

About Us: Setup4 is an innovative and rapidly expanding IT company headquartered in Melbourne, specializing in cutting-edge cybersecurity solutions, Microsoft 365 Support, VoIP, Email Security, Backup, Managed ICT support services, and Cloud Solutions. Our commitment to delivering superior technologies and exceptional customer service has positioned us as a leader in the industry, catering to a diverse clientele ranging from small businesses to large enterprises.

Position Overview: We invite qualified candidates to join our esteemed Helpdesk team as a Level-1 Helpdesk Technician. This role presents an exciting opportunity to contribute to challenging projects, enhance technical expertise, and play a pivotal role in ensuring the success of our clients' IT environments. You will serve as an embedded engineer at our client's site, providing dedicated support tailored to their specific needs.

Responsibilities

- Deliver exceptional customer service by taking ownership of incidents, service requests, and technical issues from initial contact through to successful resolution.
- Provide remote and onsite support across Microsoft 365, Windows 10/11, Microsoft Teams, SharePoint Online, OneDrive, Entra ID, Intune, Azure, VoIP, networking, cybersecurity platforms, and business applications.
- Troubleshoot and resolve hardware, software, cloud, identity, security, connectivity, and business application issues in accordance with agreed service levels.
- Proactively monitor, maintain, and optimise customer environments using Remote Monitoring and Management (RMM) tools,



responding to alerts and addressing issues before they impact business operations.
- Support device lifecycle management including provisioning, deployment, imaging, onboarding, offboarding, patching, endpoint compliance, asset management, and lifecycle refresh activities.
- Administer user accounts, permissions, licensing, security groups, and access controls across Microsoft 365, Active Directory, and hybrid cloud environments.
- Assist with the implementation and support of cybersecurity solutions including Multi-Factor Authentication (MFA), Conditional Access, Endpoint Security, Email Security, Backup, Disaster Recovery, Security Awareness initiatives, and compliance best practices.
- Develop, maintain, and improve PowerShell scripts, automation workflows, and operational processes to improve service delivery, reduce manual effort, and increase efficiency.
- Leverage AI technologies such as Microsoft Copilot, Copilot Chat, Power Platform, and other emerging AI tools to enhance troubleshooting, productivity, documentation, and customer outcomes.
- Identify opportunities for automation, process improvement, system optimisation, and technology upgrades that enhance customer productivity, security, reliability, and user experience.
- Follow ITIL-aligned Incident, Problem, Change,



and Service Request Management processes while maintaining accurate ticket updates, documentation, and customer communications.
- Escalate complex technical issues appropriately whilst maintaining ownership and ensuring customers receive proactive and timely updates throughout the resolution process.
- Collaborate with senior engineers, project teams, cybersecurity specialists, vendors, and subject matter experts to deliver successful technical and business outcomes.
- Create and maintain technical documentation, knowledge base articles, standard operating procedures, asset records, and customer environment documentation.
- Participate in infrastructure upgrades, cloud migrations, cybersecurity initiatives, Microsoft modern workplace deployments, and digital transformation projects.
- Build trusted customer relationships through professionalism, accountability, responsiveness, and explicit communication in both technical and non-technical language.
- Stay current with emerging technologies, Microsoft solutions, cybersecurity trends, automation platforms, and AI innovations through continuous professional development and industry certifications.
- Contribute to Setup4's culture of innovation by sharing knowledge, supporting team development, participating in technical workshops, and helping drive operational excellence across the business.

Customer Success & Service Excellence

- Take full ownership of customer issues and ensure a positive end-to-end support experience.
- Communicate technical concepts clearly and professionally to both technical and non-technical stakeholders.
- Provide proactive updates on ticket progress, project milestones, and resolution timeframes.
- Follow up with custome

📌 IT Support Helpdesk Engineer (City of Monash)
🏢 Setup4
📍 City of Monash