Service Desk Engineer Level 1

About the role

Exigo Tech, a Sydney-based technology solutions provider covering Infrastructure, Cloud and Application verticals, is looking for a Service Desk Engineer (Level 1) to join its Managed Services team. You will support a diverse portfolio of business customers across Australia, working alongside experienced engineers in a fast-paced MSP environment. The role covers first-line support, ticket management and customer communication, with opportunities to grow toward Level 2 and Level 3 engineering pathways.

Key responsibilities

• Provide Level 1 technical support by phone, email, remote support and onsite visits when required.
• Troubleshoot Microsoft 365 issues such as Outlook, Teams, Exchange Online, SharePoint Online and OneDrive.
• Support Windows 10 and Windows 11 devices and manage user accounts, passwords, MFA and access permissions.
• Diagnose and resolve hardware, software, printer and peripheral issues, and monitor alerts and system notifications.
• Create, update and manage support tickets while meeting SLAs, and escalate complex incidents to senior engineers.
• Maintain documentation and knowledge base articles, assist with onboarding and offboarding, and support mobile devices and endpoint management platforms.
• Work with infrastructure and cloud teams to build technical capability.

Required profile

• Certificate IV in Information Technology or equivalent.
• 1+ years of experience in an IT support, Service Desk or MSP environment.
• Strong Microsoft 365 and Windows support experience.
• Excellent verbal and written communication skills.
• Full Australian work rights.
• Highly desirable: Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), ITIL Foundation, CompTIA A+, CompTIA Network+, and exposure to managed services environments.

Required skills

• Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, Microsoft Entra ID (Azure AD), MFA, Azure Fundamentals, Azure Virtual Machines and basic Azure networking.
• Windows desktop OS, hardware and software troubleshooting, printer and peripheral support, iOS and Android mobile support, remote support tools.
• Networking: TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, VPN, routers, switches and firewalls; hands-on enterprise networking experience is highly regarded but not essential.

What we offer

• A centrally located Norwest office, saving time on your daily commute.
• Exposure to a wide range of new technologies.
• A customised training and development plan.
• A friendly, knowledgeable team and a growing company with room for career growth.