L1 Service Desk Engineer

Who are we?

Infotrust is a trusted Australian provider of cyber-first technology and security services, supporting organisations of all sizes across the country. With over 250 professionals and full national coverage, we deliver industry recognised solutions across both private and public sectors.

Our integrated offering combines secure-by-design managed IT with advanced cyber capabilities, including Offensive and Defensive Security, Governance, Risk & Compliance (GRC), and Strategic Technology Advisory. These services are anchored by our Australian-based 24/7 Security Operations Centre (SOC) and a specialised Digital Forensics and Incident Response (DFIR) team.

The Role

As the L1 Service Desk Engineer, based in our Sydney office, you are accountable for resolving client incidents and requests at first contact wherever possible and leaving every interaction in a better state than it was found. This includes restoring service, providing clear communication, capturing accurate records, and using or improving knowledge so issues are easier to resolve next time.

You will play a critical part in service reliability by making correct triage decisions, escalating with full context when required, and preventing avoidable rework through disciplined execution.

Key Responsibilities

• Provide first-level technical support, resolving incidents and service requests within agreed service levels.
• Manage and update support tickets, ensuring accurate documentation and timely escalation where required.
• Deliver exceptional customer service through clear communication and proactive client engagement.
• Follow ITIL-based processes, security standards, and documentation requirements.
• Contribute to continuous improvement initiatives and ongoing technical development.

Skills & Experience

• 1-2 years experience in providing frontline technical support in IT environments
• Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent)
• Experience across Windows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
• Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.
• Relevant certifications in foundational IT support (CompTIA A+ or equivalent)

With hybrid working, workplace flexibility and a strong focus on professional development and career growth, Infotrust provides an environment where you can broaden your experience, build your capability and make a meaningful contribution to customer outcomes.