About Us:
Boab IT is a leading Managed Service Provider (MSP) specialising in delivering IT solutions to law firms and other professional services across Australia. We pride ourselves on providing comprehensive IT support, from cloud solutions and security to telephony and desktop support.

Role Overview:
We are seeking a motivated and client-focused Level 1-2 Help Desk Technician to join our growing support team. This role is ideal for someone with a solid foundation in Microsoft services, good problem-solving skills, and a keen interest in providing exceptional client support. You will be the first point of contact for our clients, delivering timely and effective resolution of technical issues.

Requirements:

Australian residence, Australian Drivers License and access to a car for travel within NSW. Some interstate travel is also required.

Key Responsibilities:

Provide first-level support via phone, email, and remote desktop for client issues relating to:

Office 365 (Exchange Online, SharePoint, OneDrive, Teams)

Microsoft Office Suite (Word, Excel, Outlook, etc.)

Windows 10 and 11 operating systems

Basic networking (Wi-Fi, connectivity troubleshooting)

Printing, scanning, and multifunction device issues

VoIP phone systems and general telephony queries

Perform routine maintenance tasks such as user account management, password resets, and license assignments.

Log, track, and document service requests, incidents, and resolutions in the ticketing system (Syncro MSP).

Escalate complex issues to Level 2 and senior technicians when required, ensuring proper handover of detailed notes.

Participate in onsite support including hardware setup, troubleshooting, and basic network checks.

Follow Boab IT's processes and best practices for delivering high-quality, customer-focused service.

Skills & Experience:

1+ years of experience in an IT help desk or desktop support role (MSP experience highly regarded).

Strong working knowledge of:

Office 365 administration (basic user management, mailbox configuration)

Windows 10 and 11 troubleshooting and support

Microsoft Office Suite support (Word, Excel, Outlook, Teams, etc.)

Desirable:

Basic knowledge of Intune/Endpoint Manager, security practices, and remote management tools.

Exposure to Azure Active Directory, Conditional Access, and basic cloud security concepts.

Fundamental understanding of:

Networking basics (IP addressing, DNS, DHCP)

Printers and MFDs (basic troubleshooting)

VoIP/telephony systems

Experience with ticketing systems (Syncro MSP or similar) is an advantage but not mandatory.

Personal Attributes:

Clear communication and interpersonal skills.

Confident personality for making support calls and going on-site.

Ability to explain technical concepts in plain English.

Excellent time management and organisational skills.

Team player with a proactive and client-first mindset.

Certifications:

Microsoft 365 Certified: Fundamentals (MS-900) - or to be completed within 3 months of employment at Boab IT’s expense.

CompTIA A+ or similar entry-level IT certifications are desirable but not mandatory.

What We Offer:

A supportive, team-oriented environment with opportunities for growth.

Exposure to a wide range of technologies and client environments.

Ongoing training and professional development opportunities.

3 days in Syndy office, 2 days at home (if desired)

Laptop, mobile SIM, Birthday Lunches, Employee Share Scheme.