Level 1 IT Support Engineer

Downtime Assassin, one of WA's leading MSPs and a multi-award winning provider of IT services, is looking for an enthusiastic Level 1 IT Support Engineer to join our growing team.

We support a diverse range of businesses across WA and nationally, with strong growth in the Construction sector. As we scale, we need a motivated engineer who thrives on the front line, delivers a great client experience, and wants to build a serious career in managed services.

About the Role

You will be the first point of contact for our clients, providing responsive remote support across a wide range of technologies. Working within a supportive pod structure, you will triage and resolve day-to-day issues, escalate effectively when needed, and learn directly from experienced Level 2 and Level 3 engineers.

This is the ideal role for someone early in their IT career who wants exposure to modern MSP tooling, structured mentoring, and a clear pathway to Level 2 and beyond.

Key Responsibilities

Client Interaction: Act as the first point of contact for client support requests via phone, email, and portal.

Ticket Triage: Triage, prioritise, and resolve Level 1 tickets within SLA targets.

End User Support: Provide remote support for desktops, laptops, printers, and peripherals.

Microsoft 365 Administration: Perform user administration including account creation, password resets, licensing, mailbox and Teams basics.

Monitoring and Alerting: Respond to and action alerts from Datto RMM monitoring.

User Lifecycle: Complete new user onboarding and offboarding processes to documented standards.

Escalation: Escalate complex issues to Level 2 and Level 3 engineers with clear, complete ticket notes.

Documentation and Process: Maintain accurate documentation in IT Glue, follow established SOPs, and contribute feedback to improve them.

Client Experience: Deliver a friendly, professional client experience on every interaction.

Required Skills and Experience

Technical Skills

Windows 10/11 desktop support and troubleshooting

Microsoft 365 fundamentals - Outlook, Exchange Online basics, Teams, OneDrive, SharePoint end-user support

Basic Active Directory and Entra ID administration - users, groups, password resets

Basic networking concepts - TCP/IP, DNS, DHCP, Wi-Fi troubleshooting

Printer and peripheral setup and support

Mobile device support (iOS and Android)

Exposure to ticketing systems

Exposure to RMM tools (Datto RMM experience highly regarded)

Professional Skills

Excellent phone manner and customer service focus

Clear written and verbal communication

Strong attention to detail, especially in ticket notes and documentation

Ability to manage time and prioritise in a busy queue

Team player who asks questions rather than guessing

Comfortable with performing on-site client facing jobs

Qualifications and Requirements

Minimum 6 experience in an IT support role, or relevant certification (CompTIA A+, Microsoft fundamentals) with strong aptitude

Current WA driver's licence

Australian Citizenship or Permanent Residency

What We Offer

Supportive and modern working environment

Structured mentoring from senior engineers

Clear pathways for progression and certification

Regular team social events

Annual all-expenses-paid Christmas getaway for staff and families

Access to advanced MSP tooling and current technologies

Salary

$65,000 to $75,000 + Super + Bonuses, depending on skills and experience.

Apply Now

If you're an enthusiastic engineer at the start of your MSP journey who wants to learn fast, work with great people, and deliver exceptional outcomes for clients, we want to hear from you.