L1 Desktop Support Engineer (Band 1) – Full-Time | Melbourne | Australian Citizenship Required
About the role
Job Description: L1 Desktop Support Engineer – Band 1 (Australian Citizen must)/Full-Time
Job Summary:
We are looking for a motivated and customer-focused Desktop Support Engineer (Band 1) Australian Citizen Must to provide entry-level IT support for end-user systems. The role involves handling basic technical issues, assisting users, and supporting daily IT operations under guidance from senior team members. Strong communication skills and a willingness to learn are essential.
Key Responsibilities:
Provide Level 1 support for desktops, laptops, and end-user systems
Assist in troubleshooting basic hardware, software, and OS-related issues
Log, track, and update incidents using ticketing tools
Escalate complex issues to senior engineers or relevant teams
Support installation and basic configuration of systems and applications
Assist with user account management (password resets, account unlocks)
Support Windows OS and common desktop applications (e.g., Office tools)
Follow standard operating procedures and IT policies
Maintain accurate documentation of issues and resolutions
Provide basic remote support to end users
Ensure timely response and resolution within defined SLAs (with supervision)
Technical Skills & Knowledge:
Basic understanding of Windows 10/11
Familiarity with Microsoft Office 365
Basic knowledge of Active Directory (user account support)
Understanding of computer hardware and peripherals
Basic networking knowledge (IP, Wi-Fi, connectivity issues)
Familiarity with ticketing tools (e.g., ServiceNow or similar)
Basic knowledge of remote support tools
Awareness of email systems (Outlook/Office 365)
Communication & Soft Skills:
Good verbal and written communication skills
Customer-focused attitude
Willingness to learn and take guidance
Basic problem-solving skills
Ability to follow instructions and processes
Team player with a positive attitude
Experience & Qualification:
0–2 years of experience in desktop/end-user support (or fresh graduate)
Diploma or Bachelor’s degree in IT or related field (preferred)
Relevant certifications (Microsoft, ITIL Foundation) are a plus
Australian Citizen
Pay: $30.00 – $35.00 per hour
Work Location: In person
Compensation
This Support Engineer role pays $62k-$73k/yr. Within typical range for support engineer roles in Australia.
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