Job Description: L1 Desktop Support Engineer – Band 1 (Australian Citizen must)/Full-Time
Job Summary:
We are looking for a motivated and customer-focused Desktop Support Engineer (Band 1) Australian Citizen Must to provide entry-level IT support for end-user systems. The role involves handling basic technical issues, assisting users, and supporting daily IT operations under guidance from senior team members. Strong communication skills and a willingness to learn are essential.
Key Responsibilities:
- Provide Level 1 support for desktops, laptops, and end-user systems
- Assist in troubleshooting basic hardware, software, and OS-related issues
- Log, track, and update incidents using ticketing tools
- Escalate complex issues to senior engineers or relevant teams
- Support installation and basic configuration of systems and applications
- Assist with user account management (password resets, account unlocks)
- Support Windows OS and common desktop applications (e.g., Office tools)
- Follow standard operating procedures and IT policies
- Maintain accurate documentation of issues and resolutions
- Provide basic remote support to end users
- Ensure timely response and resolution within defined SLAs (with supervision)
Technical Skills & Knowledge:
- Basic understanding of Windows 10/11
- Familiarity with Microsoft Office 365
- Basic knowledge of Active Directory (user account support)
- Understanding of computer hardware and peripherals
- Basic networking knowledge (IP, Wi-Fi, connectivity issues)
- Familiarity with ticketing tools (e.g., ServiceNow or similar)
- Basic knowledge of remote support tools
- Awareness of email systems (Outlook/Office 365)
Communication & Soft Skills:
- Good verbal and written communication skills
- Customer-focused attitude
- Willingness to learn and take guidance
- Basic problem-solving skills
- Ability to follow instructions and processes
- Team player with a positive attitude
Experience & Qualification:
- 0–2 years of experience in desktop/end-user support (or fresh graduate)
- Diploma or Bachelor’s degree in IT or related field (preferred)
- Relevant certifications (Microsoft, ITIL Foundation) are a plus
- Australian Citizen
Pay: $30.00 – $35.00 per hour
Work Location: In person
