Level 1 Support Engineer

Join a growing in-house IT team that keeps 110+ medical and dental centres running safely, securely, and on time across Australia. You’ll be the first point of contact on the service desk, resolving issues fast, creating great customer experiences, and escalating effectively when needed.

About Family Doctor
Family Doctor is a GP-owned network operating across most states and territories, with a Support Office in Hawthorn East. IT support has been brought back in-house to raise service quality and responsiveness for clinics and the support office.

What you’ll do:

- Provide first-contact technical support via helpdesk, email, phone, and in-person, ensuring all tickets are logged and progressed to resolution or timely escalation.
- Own incident triage, prioritisation, and follow-through to meet SLAs and deliver a consistently positive customer experience.
- Troubleshoot Windows desktops, laptops, printers, and common clinic peripherals; handle new user setup, password resets, MFA, and basic access issues.
- Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and core services (Entra ID/AD, group membership, mailbox basics) at a Level 1 scope.
- Assist with Autotask-based ticketing, documentation updates, and accurate time/notes for clear handovers and reporting.
- Perform basic network checks on Unifi environments (identify connectivity issues, SSID/client basics, simple switch/AP observations) and escalate when required.
- Help manage clinic devices: imaging, patching, antivirus, asset tagging, warranty checks, and secure disposal workflows.
- Contribute to standard operating procedures and knowledge articles to improve first-contact resolution over time.
- Participate in rostered after hours coverage.

About you:

- Strong customer service focus and clear, friendly communication with non-technical users.
- Practical troubleshooting mindset; comfortable narrowing issues and testing hypotheses under time pressure.
- High attention to detail, reliable ticket hygiene, and willingness to follow standards and meet deadlines.
- Great time management skills, able to prioritise tasks and multi task effectively.
- Self-starter who asks good questions, learns fast, and knows when to elevate.
- Valid driver’s licence; able to visit clinics when needed.

Hands-on skills we value:

- 1–2+ years in an IT support or service desk role (internships, MSP exposure, or clinic/hospital environment experiences are great).
- Windows 10/11 support, basic device imaging, driver installs, printer queues, and profile issues.
- Microsoft 365 user support: Outlook profile issues, shared mailbox access, Teams calling basics, OneDrive sync fixes, SharePoint permissions basics.
- Helpdesk platforms (Autotask preferred) for ticketing, time entry, and SLA awareness.
- Networking fundamentals (TCP/IP, DNS, DHCP) and basic Unifi familiarity for first-line triage.
- Basic Active Directory/Entra ID tasks: account creation, group adds, password resets, MFA assistance.
- Endpoint security basics: AV status, Windows Update, BitLocker awareness.

Nice to have:

- Understanding MDM systems like Intune or Manage Engine MDM.
- Experience with remote tools, RMM/N-Able style platforms, or simple PowerShell for repeatable tasks.
- Awareness of backup systems and how to escalate warnings/failures appropriately.

What you’ll get:

- Real responsibility in a supportive team that mentors you to grow your scope and autonomy.
- A mission-driven environment focused on keeping clinics operating safely and efficiently for patient care.
- Remuneration aligned to skills and experience, with clear progression pathways.

How to apply
Send your resume and a brief cover letter highlighting relevant hands‑on experience, the tools you’ve used (especially Autotask/Unifi/M365), and a short example of a ticket you owned end-to-end and what you learned.

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