About the role

We are looking for a motivated Level 1 Service Desk Engineer to join our Sydney team. You'll be the first point of contact for our clients, resolving everyday IT issues, logging and triaging tickets, and escalating to our Level 2 engineers where needed. This is a great opportunity for someone early in their IT career who wants hands-on exposure to a wide range of technologies and client environments, with a clear pathway to grow into a Level 2 role.

Key responsibilities

- Respond to client requests via phone, email, and our ticketing system

- Log, prioritise, and track tickets, keeping clients updated through to resolution

- Resolve first-level issues and escalate to Level 2 engineers with clear, detailed notes

- Meet service level agreements (SLAs) and maintain a high standard of customer service

- Troubleshoot Windows 10/11 desktops, laptops, printers, and peripherals

- Perform user administration in Microsoft 365 and Active Directory / Entra ID (new users, password resets, MFA, licensing, mailbox and group changes)

- Support Outlook, Teams, OneDrive, and SharePoint for end users

- Assist with basic network troubleshooting (connectivity, Wi-Fi, VPN)

- Set up and deploy new devices, and assist with hardware replacements

- Keep accurate ticket notes, documentation, and asset records

About you

- 1+ years' experience in an IT support or service desk role (MSP experience highly regarded)





- Good working knowledge of Windows 10/11 and Microsoft 365

- Basic understanding of Active Directory, DNS, DHCP, and networking fundamentals

- Familiarity with ticketing/PSA or RMM tools is a plus

- Eager to learn and build your technical skills

- Excellent communication skills and a friendly, professional phone manner

- Patient, customer-focused, and able to explain technical issues in plain language

- Organised and able to juggle multiple tickets across different clients

- A team player who knows when to escalate and when to own an issue

- Driver's licence and own vehicle preferred, to travel to client sites when required

About us

ASE Tech is a Managed Service Provider delivering secure, reliable, and scalable IT solutions to businesses across Australia. With our head office in Sydney and a growing presence in Melbourne and Queensland, we pride ourselves on technical excellence, strong documentation, and long-term client partnerships.

Benefits

- Market-competitive salary for a Level 1 role

- Ongoing technical training and certification support

- A clear career path from Level 1 to Level 2 and beyond

- Exposure to a wide range of technologies and client environments

- Supportive team culture with experienced engineers to learn from

- Employee recognition and wellness initiatives

📌 Level 1 Service Desk Engineer (St Leonards)
🏢 ASE IT Networks
📍 St Leonards