Level 1 IT Support Helpdesk Engineer (On‑Site)

About the role

Setup4 is looking for a Level 1 IT Support Helpdesk Engineer to join its on‑site helpdesk team in Melbourne’s South Eastern Suburbs. You will work directly at a client’s location, delivering first‑line technical support and ensuring the smooth operation of their IT environment.

Key responsibilities

• Own incidents, service requests and technical issues from initial contact to resolution.
• Provide remote and on‑site support for Microsoft 365, Windows 10/11, Teams, SharePoint, OneDrive, Entra ID, Intune, Azure, VoIP, networking and cybersecurity platforms.
• Troubleshoot hardware, software, cloud, identity, security and connectivity problems within agreed service levels.
• Monitor and optimise client environments using RMM tools, responding to alerts proactively.
• Manage device lifecycle activities such as provisioning, imaging, patching, compliance and asset tracking.
• Administer user accounts, permissions, licensing and security groups in Microsoft 365, Active Directory and hybrid clouds.
• Support cybersecurity solutions including MFA, Conditional Access, endpoint and email security, backup and disaster recovery.
• Develop and maintain PowerShell scripts and automation workflows.
• Leverage AI tools like Microsoft Copilot and Power Platform to improve troubleshooting and documentation.

Required profile

• Relevant experience in a Level‑1 helpdesk or IT support role.
• Strong customer‑service orientation with the ability to take ownership of issues.
• Ability to work on‑site at a client location and collaborate with technical teams.

Required skills

• Microsoft 365 (Teams, SharePoint, OneDrive, Entra ID, Intune)
• Windows 10/11
• Azure cloud services
• VoIP and networking fundamentals
• Cybersecurity platforms and MFA/Conditional Access
• PowerShell scripting
• Remote Monitoring and Management (RMM) tools
• AI tools such as Microsoft Copilot, Copilot Chat, Power Platform

What we offer

• Competitive salary $56,000‑$63,000 AUD per year (incl. super)
• Full‑time and part‑time options
• Opportunities to work on cutting‑edge technologies and develop technical expertise