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Senior L1 Role
8:30 am-5:30 pm (AEST - Australian Sydney).

Responsible for providing Level 1 end user support as the first point of contact for our clients, resolving common incidents and requests at first contact and escalating anything more complex so that agreed service levels are met.

The role will involve supporting multiple client environments built primarily on Microsoft technologies, including Windows 11, Microsoft 365 and Azure AD, alongside everyday connectivity and printing issues, using tooling that includes Ninja RMM, JumpCloud, IT Glue, HaloPSA and others.

The individual in this role will be expected to:

Act as the first point of contact for client end users, answering incoming calls, emails and portal requests in a professional and friendly manner.
Log every contact as a ticket in the service desk platform with accurate detail, correct categorization and priority, in line with agreed Customer Service Level Agreements (SLAs) and internal workflows.
Troubleshoot and resolve common Level 1 issues, including account lockouts, Microsoft 365 and Outlook problems, Teams and OneDrive, printing, and everyday desktop, laptop and mobile device faults.
Work each ticket through to resolution, or escalate to a Level 2 engineer if it is not resolved within one hour of effort, handing over clear and complete diagnostic information covering what was tried, what the result was and the impact on the user.
Complete routine user account administration such as password resets, MFA resets and account unlocks in Active Directory and Microsoft 365 or Azure AD, following documented procedures.
Carry out first line connectivity checks for issues such as wireless, VPN and printing, resolving what is covered by documentation and escalating anything beyond it.
Log hardware warranty claims with OEM vendors such as HP, Dell and Lenovo, and coordinate the repair or replacement of faulty devices through to completion.
Keep customers updated on the progress of their tickets and manage your own queue so that no ticket breaches SLA without being flagged early.
Maintain accurate technical documentation and internal knowledge base articles, and keep client asset and configuration records current.
Build new skills and work towards role relevant certifications as client environments and technologies evolve.

MANDATORY SKILLS/EXPERIENCE:

At least two year of experience in a service desk, help desk or end user support role, or a relevant IT qualification with demonstrated hands on troubleshooting ability.
Business grade written and spoken English, with a confident and professional phone manner.
Working knowledge of Windows 11, Microsoft 365 and the applications end users rely on every day, including Outlook, Teams and OneDrive.
Basic understanding of user account administration in Active Directory and Microsoft 365 or Azure AD, and of networking concepts such as DNS, DHCP, IP addressing and VPN.
A methodical approach to troubleshooting, with the judgement to escalate early rather than sit on a ticket.
Clear documentation, communication and customer service skills.

ADVANTAGEOUS SKILLS/EXPERIENCE:

Experience working in an MSP or managed service provider environment.
Exposure to PSA and RMM tooling such as HaloPSA, Ninja RMM, IT Glue or JumpCloud.
Exposure to endpoint management and patching with Intune.
Exposure to Windows Server, virtualization or backup and disaster recovery tools.
Exposure to macOS and mobile device support.

SOFT SKILLS/EXPERIENCE:

Alongside solid technical fundamentals, this role requires:

High level of attention to detail.
A strong customer service focus and a calm manner with frustrated users.
Ability to follow documented process and to ask for help early when something falls outside it.
A willingness to learn and to act on feedback.
Good interpersonal skills.
Ability to work well under pressure.
Excellent time management and ability to priorities deliverables/tasks/projects.

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Apply for Senior L1 Engineer - MSP at Uptime Solutions Ltd