At a Glance
- Tasks: Provide IT support, troubleshoot issues, and manage client requests.
- Company: Join Secom Technology, part of a dynamic tech group in Sydney.
- Benefits: Gain hands-on experience, competitive pay, and career growth opportunities.
- Other info: Work with leading clubs and cutting-edge technologies in a supportive environment.
- Why this job: Be the first point of contact for clients and make a real difference.
- Qualifications: 1-2 years in IT support, strong troubleshooting skills, and great communication.
The predicted salary is between 54000 - 66000 $ per year.
IT Service Desk Engineer, Level 1 - Secom
Lyra Technology Groupis aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses.
Our companies areoperatedindependently by exceptional management teams.
Companies that join our groupretainthe employees, name, and culture that have made them successful.
As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
About The Position
One of our operating companies, Secom Technology, is looking for an IT Service Desk Engineer to join their team in Kingsgrove, Sydney.
As an IT Service Desk Engineer, you'll be the first point of contact for clients requiring IT support.
You will troubleshoot and resolve a range of technical issues, manage support tickets, provide exceptional customer service, and elevate more complex issues to senior technical teams when required.
Responsibilities
- Act as the first point of contact for client IT support requests via phone, email, chat and ticketing systems.
- Log, categorise and prioritise incidents and service requests in line with SLAs.
- Troubleshoot common issues across Windows, Microsoft 365, mac OS, email, printers, user accounts and network connectivity.
- Assist users with Wi- Fi, VPN and remote-access issues.
- Perform basic hardware and software troubleshooting remotely.
- Monitor RMM alerts and assist with basic maintenance tasks, including backup, antivirus and patch compliance checks.
- Escalate complex issues to Level 2 or specialist teams with clear documentation and troubleshooting notes.
- Keep clients informed throughout the support process and ensure issues are resolved to their satisfaction.
- Maintain accurate ticket, client and knowledge-based documentation.
- Identify recurring issues and contribute to improvements in SOPs, processes and automation.
- Participate in team meetings, training and continuous improvement initiatives.
Skills
- 1–2 years of experiencein an IT support or service desk environment in a customer service environment/MSP.
- Basic understanding of Windows 10/11 and Microsoft 365.
- Understanding of Active Directory and user account management.
- Basic knowledge of hypervisor environments such as Microsoft Hyper‐V or VMware.
- Experience using an IT ticketing/PSA system.
- Strong troubleshooting and problem‐solving skills.
- Excellent communication skills with the ability to support both technical and non‐technical users.
- Gain hands‐on exposure to Microsoft, networking, cloud and remote‐support technologies
- Work closely with some of Australia's leading clubs and golf venues
- Be part of a growing MSP with strong industry partnerships
- Gain exposure to diverse clients and cutting‐edge technologies
IT Service Desk Engineer, Level 1 - Secom in Canterbury employer: Lyra Technology Group
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