Level 1 Service Desk Technician

Are you ready to take the next step in your IT career with a company known for innovation and excellence? Join Emerging IT, where your skills will be valued, your development supported, and your growth encouraged in a dynamic and collaborative environment.

About Us
Emerging IT is a well-established integrator and managed services provider with over 23 years of industry expertise. We deliver cutting-edge technology solutions to Australian businesses, with a strong focus on customer experience and exceptional service.

As we continue to grow, we’re looking for a driven and capable Level 1 Service Desk Technician to join our Sydney-based team.

About the Role
As a Level 1 Service Desk Technician, you’ll be the first point of contact for our clients, providing timely and effective technical support. You’ll manage incidents, troubleshoot hardware and software issues, and ensure client satisfaction through clear communication and efficient problem-solving.

This is a fantastic opportunity to expand your skills and build a long-term career in a supportive, fast-paced environment.

Key Responsibilities

• Respond to client requests and incidents via phone, email, and ticketing systems

• Troubleshoot hardware, software, and basic network issues

• Accurately document all technical issues and interactions

• Escalate complex problems to Level 2/3 support when needed

• Follow established ITIL-based processes and procedures

• Maintain high customer satisfaction and meet service level agreements (SLAs)

What We’re Looking For

• A degree in IT, Computer Science, or a related field

• Prior experience in a service desk or technical support environment

• Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking

• Familiarity with ticketing systems like ConnectWise is highly regarded

• Excellent verbal and written communication skills

• A proactive mindset with the ability to manage multiple tasks

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a bonus

• A passion for learning and professional development

Why Join Us?

• Career progression opportunities within a growing business

• Supportive team culture and a collaborative work environment

• Exposure to a wide range of technologies and client environments

• Contract extensions and long-term prospects for high performers

If you're a motivated technician looking to build your career and make a real impact, we’d love to hear from you.