Level 1/ Level 2 IT Service Desk Technician
Summary
Level 1/2 IT service desk technician at a small Canberra IT services provider (MSP), handling clients' day-to-day IT issues via remote troubleshooting and on-site visits. Work spans Windows, Microsoft 365, Active Directory, servers, backups, networking and printer/infrastructure support, with ticket resolution under SLA.
Salary: $70,000 – $80,000 per year
About the role
We're looking for a Level 1/2 IT Technician to join our support team. You'll be handling our clients' day-to-day IT issues across a mix of remote troubleshooting and on-site visits around Canberra, and taking ownership of the more involved work: servers, networks, Microsoft 365, infrastructure and print. Whether you're a confident Level 1 ready to step up or an established Level 2 who can run their own queue, this is a genuinely varied role in a small team where you get your hands on the whole stack rather than one slice of it.
Key responsibilities
Provide first and second-line support for desktops, laptops, mobile devices and peripherals
Troubleshoot hardware and software issues across Windows, Microsoft 365, printers and network connectivity
Administer Microsoft 365 and Active Directory — accounts, permissions, security groups and licensing
Diagnose and resolve server, backup and network issues, escalating to Level 3 where needed
Visit client sites across Canberra for installs, break-fix work and routine maintenance
Support and maintain client servers, network equipment and infrastructure, both on-site and remotely
Carry out hardware deployments, upgrades and migrations — including the occasional out-of-hours cutover where a client needs it
Attend client sites to service, repair and maintain printers and multifunction devices
Log, manage and resolve support tickets within SLA guidelines
Keep clear, accurate notes and time entries against jobs
About you
Demonstrated experience in an IT support, helpdesk or similar customer-facing technical role
Solid working knowledge of Windows, Microsoft 365 and general networking
Confident troubleshooting independently, and sound judgement about when to escalate
Reliable, and able to work well as part of a small team
Current driver's licence and based in or around Canberra
Good written and verbal communication
Calm, customer-focused, and able to prioritise under pressure
Organised and reliable, with a genuine willingness to pitch in
About us
At Cyntex, we deliver reliable, hands-on IT support to a range of businesses across Canberra. As a growing local IT services provider, we look after everything from day-to-day helpdesk support through to more advanced systems and infrastructure management, backed by a small, close-knit team who take real ownership of our clients' technology.
Applications close October 30th 2026