Level 1 IT Support Technician

At KMTech, we're not your typical managed services provider we're changing the game by being the human face of tech.

Our mission is to deliver innovative, reliable, and people-first technology solutions to help our clients thrive.

We're a high-performance, values-driven team that's curious, united, and accountable. We challenge each other to grow, collaborate openly, and celebrate success together. If you're passionate about tech and ready to take your career to new heights, this is where it happens.

What We Offer

• Hybrid Working Policy: Flexibility to balance work and life.
• Professional Growth: Paid certifications, structured learning plans, and career development pathways.
• Culture & Perks: EOFY and Christmas parties, annual team-building days, wellness programs, and an EAP for support.
• Office Goodies: Daily fresh fruit, snacks, coffee machine, and free street parking.
• High-Performance Culture: Recognition for initiative, collaboration, and innovation.

About you

As a Level 1 Service Desk Technician, you excel at providing exceptional remote, telephone, and email support to our clients. You thrive on solving IT infrastructure-related issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You're not just a problem-solver—you're someone who enhances the overall client experience with every interaction. 

Job tasks and responsibilities

To be successful, you must possess the following:

• Deliver exceptional customer service, ensuring client satisfaction in every interaction.
• Provide technical troubleshooting across a diverse range of IT issues, translating complex technical information into easy-to-understand language for non-technical users.
• Showcase strong verbal and written communication skills to effectively resolve issues and guide users.
• Maintain a positive, flexible, and proactive approach to all tasks, adapting to challenges with enthusiasm.
• Continuously seek learning opportunities and demonstrate resilience in overcoming obstacles.
• Make quick, informed decisions and troubleshoot efficiently, even in high-pressure situations.
• Exhibit excellent time management and organisational skills, prioritising tasks effectively.
• Leverage experience with technologies such as Active Directory, Exchange, Windows Server , and Microsoft 365 to support technical needs.
• Hold relevant IT qualifications that enhance your ability to succeed in this role.

Skills and experience

• At least 6-12 months of hands-on IT support experience, demonstrating your technical expertise and problem-solving skills.
• Proven experience in a Managed Service Provider (MSP) environment, showcasing your ability to thrive in a fast-paced, client-focused setting.
• Relevant certifications, such as Microsoft, ITIL, or CompTIA A+, are highly regarded and enhance your technical credentials.
• Exceptional interpersonal skills, with a strong emphasis on customer service and a commitment to taking ownership of issues until they are resolved.
• Ability to thrive in a collaborative team environment, contributing positively to group dynamics.
• Willingness to assist, guide, and mentor fellow members of the Service Desk team, fostering a supportive learning environment.
• Proficiency in Microsoft Office 365 and experience with PSA ticketing systems (ConnectWise preferred), enabling efficient task management and resolution.
• Strong commitment to meeting key performance indicators and service level agreements, ensuring consistent delivery of high-quality service.
• MS-900 Fundamentals certification or willingness to obtain

Additional Requirements

As part of the recruitment process, the successful candidate will be required to undergo:

• A Police Check
• An NDIS Worker Screening Check
• A Working with Children Check

Please note:

• This role is Melbourne-based and includes an onsite requirement.
• The position is full-time in-office for the first 6 months, after which a 3/2 hybrid working arrangement (3 days in office, 2 from home) will apply.

These checks will be conducted by KMTech upon successful selection for the role.