Infotrust are currently hiring for the following role:
L1 Service Desk/ICT Systems Test Engineer
The L1 Service Desk/ICT Systems Test Engineer is accountable for resolving client incidents and requests at first contact wherever possible and for leaving every interaction in a better state than it was found. This includes restoring service, providing clear communication, capturing accurate records, and using or improving knowledge so issues are easier to resolve next time.
The role plays a critical part in service reliability by making correct triage decisions, escalating with full context when required, and preventing avoidable rework through disciplined execution. How work is handled directly shapes client confidence, team efficiency, and downstream workload.
Key Accountabilities
- Restore client service by resolving incidents and service requests within documented scope, applying sound technical judgement and effective troubleshooting to achieve timely outcomes.
- Own tickets end to end within capability, ensuring issues are either resolved or escalated with complete technical and business context.
- Ensure every client interaction results in a clear understanding of what occurred, what action was taken, and what the next steps are.
- Contribute to consistent service performance by prioritising work appropriately, coordinating with peers, and supporting overall queue health.
- Deliver clear, professional communication to clients across all channels, translating technical issues into understandable language and setting realistic expectations.
- Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against standards.
- Support ICT systems and software quality outcomes by participating in structured testing activities aligned to service transitions, system changes, and platform improvements.
- Contribute to test planning by reviewing requirements, acceptance criteria, and change documentation to identify test scenarios, dependencies, and risks relevant to service operations.
- Execute functional, regression, and system testing for applications, tools, and platforms within scope, following defined test cases and documenting outcomes accurately.
- Perform quality assurance checks to validate that changes meet agreed requirements, do not introduce regressions, and are fit for operational use prior to release.
- Record, track, and manage defects and issues identified during testing, including clear reproduction steps, impact assessment, evidence, and prioritisation in line with agreed defect management processes.
- Collaborate with engineering, service transition, and delivery teams to validate fixes, re‑test resolved defects, and confirm readiness for deployment into production.
- Contribute to continuous improvement by identifying recurring defects, quality risks, or testing gaps, and recommending preventative controls or enhancements to test coverage.
Skills & Qualifications:
- Proven experience (1-2 years minimum) in providing frontline technical support in IT environments, with demonstrated ability to troubleshoot common technical issues independently and communicate solutions clearly to non-technical users.
- Strong working knowledge of Windows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
- SFIA competency, such as TEST (Testing).
- Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent) to manage incident lifecycles, document resolutions, and maintain service quality standards.
- Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.
- Demonstrated ability to learn new technologies quickly through self-directed study, hands-on experimentation, and practical application in real-world scenarios.
- Relevant certifications in foundational IT support (CompTIA A+ or equivalent) demonstrating technical competency across hardware, software, networking, and troubleshooting fundamentals.
- Preferred certifications or experience include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or demonstrable experience in managed services or MSP environments.
- Foundational understanding of software and systems testing concepts, including test planning, test execution, defect lifecycle management, and quality assurance principles.
- Experience supporting or participating in testing activities for IT systems, applications, or service management tools, including execution of test cases and validation of outcomes.
- Ability to document test results and defects clearly and accurately, including steps to reproduce, expected vs actual behaviour, and supporting evidence.
- Familiarity with change, release, or service transition processes, and the role of testing in reducing risk and improving service reliability.
- Strong attention to detail and analytical thinking, with the ability to identify inconsistencies, edge cases, and potential downstream impacts of system changes.
Job Types: Full-time, Permanent
Pay: $80,000.00 – $85,000.00 per year
Benefits:
Work Location: Hybrid remote in Sydney NSW
