IT Support Technician L1 (On-site) – Melbourne

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance for our Melbourne office. The role involves handling day‑to‑day technical issues, managing device lifecycles, and ensuring smooth operation of end‑user environments.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Work with Windows OS environments, mobile device support, and basic macOS handling.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Minimum 3 + years of experience in IT support (L1/L2 deskside).
• Proven ability to work on‑site in a corporate environment.
• Strong troubleshooting skills and experience handling escalations.
• Familiarity with ITIL processes and service‑delivery standards.

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office (Word, Excel, PowerPoint)
• Outlook
• VPN client configuration
• Windows operating system
• macOS (basic support)
• Active Directory
• ITIL framework
• Printer and scanner troubleshooting
• Hardware troubleshooting
• OS imaging and patch management
• Security patching and antivirus monitoring