Level 1 Service Desk Engineer
Summary
Level 1 service desk engineer at a Sydney-based managed service provider, acting as first point of contact for client IT issues: logging and triaging tickets, supporting Windows 10/11, Microsoft 365, Active Directory/Entra ID and basic networking, and escalating to Level 2 with a pathway to a Level 2 role.
Salary: $65,000 – $85,000 per month
About the role
We are looking for a motivated Level 1 Service Desk Engineer to join our Sydney team. You'll be the first point of contact for our clients, resolving everyday IT issues, logging and triaging tickets, and escalating to our Level 2 engineers where needed. This is a great opportunity for someone early in their IT career who wants hands-on exposure to a wide range of technologies and client environments, with a clear pathway to grow into a Level 2 role.
Key responsibilities
Respond to client requests via phone, email, and our ticketing system
Log, prioritise, and track tickets, keeping clients updated through to resolution
Resolve first-level issues and escalate to Level 2 engineers with clear, detailed notes
Meet service level agreements (SLAs) and maintain a high standard of customer service
Troubleshoot Windows 10/11 desktops, laptops, printers, and peripherals
Perform user administration in Microsoft 365 and Active Directory / Entra ID (new users, password resets, MFA, licensing, mailbox and group changes)
Support Outlook, Teams, OneDrive, and SharePoint for end users
Assist with basic network troubleshooting (connectivity, Wi-Fi, VPN)
Set up and deploy new devices, and assist with hardware replacements
Keep accurate ticket notes, documentation, and asset records
About you
1+ years' experience in an IT support or service desk role (MSP experience highly regarded)
Good working knowledge of Windows 10/11 and Microsoft 365
Basic understanding of Active Directory, DNS, DHCP, and networking fundamentals
Familiarity with ticketing/PSA or RMM tools is a plus
Eager to learn and build your technical skills
Excellent communication skills and a friendly, professional phone manner
Patient, customer-focused, and able to explain technical issues in plain language
Organised and able to juggle multiple tickets across different clients
A team player who knows when to escalate and when to own an issue
Driver's licence and own vehicle preferred, to travel to client sites when required
About us
ASE Tech is a Managed Service Provider delivering secure, reliable, and scalable IT solutions to businesses across Australia. With our head office in Sydney and a growing presence in Melbourne and Queensland, we pride ourselves on technical excellence, strong documentation, and long-term client partnerships.
Benefits
Competitive salary for a Level 1 role
Ongoing technical training and certification support
A clear career path from Level 1 to Level 2 and beyond
Exposure to a wide range of technologies and client environments
Supportive team culture with experienced engineers to learn from
Employee recognition and wellness initiatives