L2 ICT Support Engineer

About us

At One Solution, we are a trusted leader in delivering innovative and tailored ICT solutions across Australia, with a strong base in Unley, South Australia. With over 10 years of industry experience, we specialise in helping businesses of all sizes optimise their technology and achieve their goals.

What We Do

We offer a comprehensive range of ICT services, including managed ICT support, cloud solutions, cybersecurity, and strategic ICT consulting. Our team of dedicated experts takes a customer-focused approach, ensuring businesses thrive in an ever-evolving digital landscape.

Why Join Us

• Be part of a dynamic team that values innovation, collaboration, and growth.
• Enjoy a supportive work culture where your ideas and expertise truly make a difference.
• Benefit from opportunities for professional development and career progression in a fast-paced industry.
• Work on exciting projects with a diverse range of clients across various industries.

About You

• You are naturally curious and thrive on exploring new ideas and concepts.
• You have an open mind and embrace learning opportunities, always eager to challenge yourself and grow both personally and professionally.
• Problem-solving excites you, whether you're working independently or collaborating as part of a team.
• You enjoy tackling new and uncertain challenges, no two days are the same.
• Your strong attention to detail and time management skills ensure you stay efficient while keeping the bigger picture and company deadlines in focus.
• Ability to work under pressure.
• Strong communication and interpersonal skills.
• Customer-first attitude with a proactive mindset.

Key Responsibilities

Technical Responsibilities

• As a member of the Professional Services team, working collegially to ensure the delivery of daily support services including desktop and network break/fix, configuring and installing new PC's, user peripherals, switches, wireless access points, and other IT equipment, and performing user adds/moves/changes for clients within the requirements of all relevant Service Level Agreements (SLAs).
• Understanding SLAs, Change Control and ensuring compliance.
• Provide an escalation point for L1 Engineering roles.
• Responding to monitoring alerts for devices under Managed Services contracts.
• Helpdesk Tasks for the Mobile & Data team including taking of client calls, processing mobile and fixed line change and/or support requests.
• Owning issues on client sites from diagnosis to resolution and confidently completing all required tasks.
• Managing and updating calls into BMS Ticketing system ensuring all work orders are complete and accurate, providing clear audit trails.
• Authoring and updating As Built and/or site documentation.
• Following up any questions, both in the office and on site, that may arise in a timely manner.
• Escalating calls as appropriate that cannot be quickly resolved to the relevant manager, ensuring the client/customer is kept up to date.
• Providing support to a growing client base.
• Ensuring through effective support and maintenance provision that the Professional Services Division delivers on all required works.
• Following corporate policies, procedures and SLAs, applying quality assurance/management principles, and operating prudently and within delegations.
• Monthly reports and contracted checks/monitoring
• Other duties as required by the role.
• Fulfill other duties as required by management and other department personnel as requested/required.

Relationship Management

• Building and maintaining positive and successful relationships with colleagues and customers to contribute to a dynamic and results orientated team.
• Building and maintaining positive relationships with customers through customer problem / issue resolution and developing long term and profitable associations.

Qualifications & Experience

• Relevant industry qualifications or certificates preferred but not required.
• Customer Service qualifications or certificates preferred but not required
• MSP or Internal IT – support of system administration experience.
• Demonstrated experience in the relevant fields.
• Demonstrated experience owning issues from diagnosis to resolution and the confidence to complete assigned tasks.
• Demonstrated understanding of the key concepts behind the connection of devices and software layers.
• Proven success in identifying issues.
• Solid understanding and ability in the areas of:

1. User and Server-side computing
2. Ticketing and timesheet systems
3. Domain Administration
4. Active Directory
5. MS365 & Azure (Cloud)
6. Networking & Connectivity concepts
7. Basic Project Delivery
8. Time tracking & Timesheet management
9. MDM (Intune – Workspace One)- Not essential but desirable

Our Values

• Make it Happen: We're passionate about you – our customers, our people, our families, our business. It makes us happy when we provide you with a great experience, and we never want to let you down.
• Communicate with Purpose: We want to communicate with you, so you know what's going on – and we love to listen too
• Trust is a Must: You can rely on us as your "safe pair of hands". A trusted employer, a trusted partner, a trusted supplier
• Culture Counts: We want to create a great place to come to work. We want to have fun, be creative and bounce off each other. We celebrate our differences; our complimentary skills and we value friendship.
• Experience Matters: We value the reputation of our business and our team. We value the knowledge of the solutions we sell, because we've done it many times before.

One Solution actively encourages applications from individuals of all genders and backgrounds, recognising that a diverse team contributes to innovation and success.

We work hard to ensure equality extends to creating an environment where everyone feels valued and empowered to reach their full potential. At One Solution, we don't just solve problems, we build relationships. If you want to find more about us visit our website at

If you're passionate about technology and driven to deliver exceptional service, we'd love to hear from you.

Please submit your application through SEEK with a pdf copy of your CV.