Service Desk Engineer - Level 1

Role Overview

Join a dynamic medical research centre located on Sydney's lower North Shore as a Level 1 Service Desk Engineer, providing hands-on IT support onsite. You'll be the primary point of contact for end-user IT issues within the institute, handling everything from resolving ticketed requests to assisting staff directly on the floor.

Key Responsibilities

• Provide frontline IT support to clinical and research staff, resolving issues swiftly and effectively.
• Manage and work through incoming ticket queues related to Microsoft 365 and other user queries using the service desk software.
• Perform hardware maintenance and setups, such as swapping faulty monitors, configuring desktops, and troubleshooting peripherals.
• Collaborate closely with a senior technician and broader managed services team to ensure smooth IT operations on-site.
• Focus on reducing support request backlog while maintaining strong user satisfaction and confidence in IT services.

Qualifications and Experience

• 1 to 3 years of professional IT support experience in environments like internal IT departments or managed service providers.
• Proficient with Windows 10 and 11, and Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Experience using ITSM tools or service desk software for ticket management, balancing volume and quality.
• Hands-on skills for deskside support, including hardware swaps and basic troubleshooting of peripherals and setups.
• Ability to work fully onsite at a single Sydney client location, Monday to Friday.
• Strong communication skills tailored for non-technical users along with a service-oriented mindset.
• Self-motivated, with sound judgment to escalate issues appropriately.
• Eligibility to work in Australia and able to commute regularly to Wollstonecraft.

Preferred but Not Essential

• Familiarity with Active Directory or Entra ID for basic device and user management.
• Experience supporting complex sectors such as healthcare or education.
• Possession of or intention to pursue Microsoft fundamental certifications.

Benefits and Culture

• Competitive salary package between $60,000 and $70,000 plus superannuation and bonus incentives.
• Work within a highly regarded medical research institute with daily tangible impact.
• Clear path for career development with opportunities to take on more complex projects and gain certifications.
• Consistent standard business hours Monday through Friday at a single onsite location.
• A supportive team environment that values straightforward communication and ownership.

Additional Information

This role is permanent full-time and based onsite at the Wollstonecraft location. The position offers monthly performance bonuses tied to ticket resolution and user feedback. Applications will be handled confidentially, with the client's identity shared only with shortlisted candidates. Prompt communication will be provided during the selection process.