Helpdesk Agent, Level 1 - Secom

About The Position

One of our operating companies, Secom Technology, is seeking a Helpdesk Support Engineer (Level 1-2) to join the team in Kingsgrove, Sydney.

As the first point of contact for IT support, you will be responsible for logging, troubleshooting and resolving day-to-day technical issues, while escalating more complex problems to senior engineers. You will play a key role in delivering fast, reliable support and a great customer experience.

Responsibilities

• Client Support & Ticket Management
• Troubleshooting & Issue Resolution
• Escalation & Collaboration
• Customer Experience & Communication
• System Monitoring & Maintenance
• Documentation & Continuous Improvement

Skills

• 1-2 years' experience in a Service Desk / Helpdesk / IT Support role
• Strong understanding of Windows 10/11 and Microsoft 365
• Experience with Active Directory and user account management
• Exposure to ticketing systems (e.g. ConnectWise or similar)
• Basic understanding of networking (DNS, DHCP, Wi-Fi)

Desirable

• Experience in an MSP environment
• Exposure to RMM tools
• IT certifications (CompTIA A+, Microsoft Fundamentals, etc.)
• Familiarity with VMware or Hyper-V environments

Benefits

• Hybrid working environment
• Work with leading Australian clubs and golf venues
• Join a growing MSP with strong industry partnerships
• Exposure to diverse clients and modern technologies