IT Support Technician – Level 1/2

Join a stable, growing MSP with a strong focus on secure, well-organised support operations. You'll develop your skills quickly in a structured environment with clear processes and modern tools.

Smarte is looking for an organised, customer-focused Level 1/2 IT Support Technician to provide daily technical support to our managed services clients. You'll be the front line of our helpdesk, managing and resolving support requests, assisting users, maintaining device health, and ensuring clients receive reliable, friendly support.

This role is 100% office-based in our Brisbane CBD space and is ideal for someone with solid Level 1 experience looking to step confidently into Level 2 responsibilities.

You'll handle day-to-day troubleshooting across user accounts, devices, applications, basic networking, and cloud-managed environments. Smarte is a cyber-first MSP, so you'll work within secure, structured processes and use modern tools designed to keep our clients protected.

You'll also play a key part in keeping support operations running smoothly—managing SLAs, following procedures, documenting fixes, and escalating only when required. This role suits someone methodical, accountable, and clear in their communication with both clients and colleagues.

• Act as the first point of contact for incoming support requests (phone, email, ticketing).
• Troubleshoot and resolve Level 1–2 issues across devices, applications, accounts, and cloud services.
• Log all work accurately in the ticketing system (Gorelo), with clear notes and follow-through.
• Manage your ticket queue, prioritising work to meet SLAs and keep clients updated.
• Support onboarding/offboarding, account provisioning, password resets, and admin tasks.
• Perform device builds, general troubleshooting, patching checks, and respond to RMM alerts.
• Assist with configuration of access, shared resources, and collaboration tools.
• Document solutions, processes, and recurring issues.
• Identify patterns or gaps and raise them with the operations team.
• Provide friendly, supportive communication to end users of all technical levels.

• 1–3 years' experience in a helpdesk or IT support role (MSP experience welcome but not required).
• Comfortable supporting a mix of operating systems, devices, and business applications.
• Ability to troubleshoot hardware, software, and account issues independently.
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Experience with ticketing and remote support tools.
• Strong communication skills and a genuine customer-first approach.
• High attention to detail, accountability, and follow-through.
• Ability to work effectively in an office-based environment.

• Exposure to cloud identity, device management, or security tools.
• Basic understanding of cybersecurity principles (MFA, phishing awareness, EDR).
• Certifications such as CompTIA A+, Network+, or foundational vendor certifications.

• A workplace designed to support your growth and help you develop confidently.
• Modern Brisbane CBD office.
• Clear processes, documentation, and expectations.
• Opportunities to grow into Level 2 responsibilities.
• Competitive salary and a stable full-time role.

Smarte is an Australian-owned MSP supporting organisations across finance, engineering, nonprofit, and state government sectors. We specialise in secure, scalable IT with:

• Brisbane-based helpdesk
• Device and user management across mixed environments
• Cybersecurity-first support (Huntress, MFA enforcement, Essential Eight alignment)
• Proactive monitoring, patching, and cloud optimisation
• Strong processes, documentation, and governance

Founded in 2003, our focus is practical, dependable support with a commitment to strong processes and accountability.

Click "Apply for this job" and submit your CV and cover letter.

Applications may be reviewed and progressed prior to the closing date.