Level 1/2 Helpdesk Engineer

1 day ago

Sydney, New South Wales, Australia Mac Centre Pty Ltd Full time $60,000 - $90,000 per year

Company Description

Mac Centre is Australia's leading Apple-focused solutions provider based in Sydney, NSW. We specialise in helping organisations implement and manage scalable, secure, and sustainable Apple workplace solutions. With over twenty years of experience, we are dedicated to optimising the Apple experience in the workplace to drive success for our clients.

Role Description

This is a full-time hybrid role for an Information Technology Level 1/2 Helpdesk Engineer at Mac Centre Pty Ltd.

This is the perfect opportunity for someone at Level 1 that is seeking to move to Level 2.

The Helpdesk Engineer will be responsible for providing technical support, managing communication with stakeholders, and ensuring high-quality customer service. This role is preferably based in Sydney, NSW, or Melbourne, VIC, with flexibility for hybrid work.

Key Responsibilities

  • Respond promptly to support calls, and tickets.
  • Diagnose and resolve Level 1 issues.
  • Escalate complex issues with clear documentation.
  • Manage Microsoft 365 and GWS enviroments.
  • Perform Onboard and Offboard tasks for customers.
  • Record time entries and maintain service quality standards.

Skills & Experience

  • 2-4 years' experience in IT support or an MSP environment (or strong tech aptitude from a customer-service role).
  • Sound knowledge of Microsoft 365 and GWS and Okta.
  • Basic understanding of networking.
  • Experience with PSA or Heldesk platforms.
  • Strong communication and organisational skills.
  • Awareness and accountability for billable time.
  • Strong understanding of Apple ecosystems.
  • Strong fundamentals on MDM technologies. (Mac and Windows).
  • Ability to prioritise and manage multiple tasks.
  • ITIL certification is preferred.

Why Join

  • Supportive, close-knit team culture.
  • Ongoing learning and certification opportunities.
  • Career pathway into Level 2 or specialist roles.
  • Birthday Leave.
  • Access to discounted tech gear.
  • Central Office Location with 360 city views. (Syndey, Surry Hills)

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