Service Desk Engineer

This is a full-time, 38-hour per week and onsite role in our Brisbane office.

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

The following include but may not be limited to the responsibilities of the Service Desk Engineer:

Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.

Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.

Troubleshoot and resolve issues related to:

User account management (password resets, unlocks, access requests).

Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).

Basic network issues (Wi-Fi, VPN, DNS, DHCP).

Common business applications (SaaS tools, email, collaboration software).

Escalate complex or unresolved issues to Senior Engineers with detailed notes.

Ensure all tickets are resolved or escalated within agreed SLAs.

Maintain clear, professional communication with end-users and set resolution expectations.

Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.

Assist with client onboarding/offboarding (user setup, remote equipment provisioning).

Perform basic Active Directory & Microsoft 365 admin tasks.

Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.

Adhere to IT security policies and report potential risks (phishing, malware).

Contribute to process improvements and knowledge sharing within the team.

The ideal candidate is passionate about technology, enjoys helping people, and is looking to build a career in IT support. You will have excellent communication skills, a customer-focused mindset, and a willingness to learn and grow within a collaborative team environment.

A successful candidate for the role needs to have:

Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role.

Strong customer service and communication skills with a professional phone manner.

Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications.

Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.

Ability to follow processes, manage priorities, and maintain accurate ticket records.

Strong problem-solving skills and a willingness to learn.

Ability to work collaboratively within a team environment.

Current Australian driver's license.

Certificate IV in Information Technology (or currently studying) is desirable.

Recent IT graduates or candidates working towards industry certifications will be considered.

Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.

Previous experience in an MSP environment is advantageous.

Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.

Familiarity with Microsoft 365 administration.

Exposure to Azure, Intune, or Entra ID.

Experience using remote support tools.

Understanding of backup, endpoint security, and monitoring concepts.