L1 Service Desk Engineer

About the role

Infotrust is seeking a L1 Service Desk Engineer to join its Sydney office. The role focuses on resolving client incidents and requests at first contact, restoring services and providing clear communication. You will help improve service reliability through accurate triage, disciplined execution and proactive knowledge sharing.

Key responsibilities

• Provide first‑level technical support, resolving incidents and service requests within agreed service levels.
• Manage and update support tickets, ensuring accurate documentation and timely escalation when required.
• Deliver exceptional customer service through clear communication and proactive client engagement.
• Follow ITIL‑based processes, security standards and documentation requirements.
• Contribute to continuous improvement initiatives and ongoing technical development.

Required profile

• 1–2 years of experience providing frontline technical support in IT environments.
• Familiarity with ITSM frameworks (preferably ITIL) and practical use of ticketing systems such as ServiceNow.
• Experience with Windows 10/11 desktops, Microsoft 365 core applications and basic networking concepts (TCP/IP, DNS, DHCP).
• Hands‑on experience with remote support tools, Active Directory user administration and basic endpoint management tasks.
• Relevant foundational IT support certification (e.g., CompTIA A+ or equivalent).

Required skills

• Windows 10/11 operating systems
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• TCP/IP, DNS, DHCP networking basics
• Remote support tools
• Active Directory user and group management
• ServiceNow or equivalent ticketing platform
• ITIL framework knowledge
• CompTIA A+ (or equivalent) certification