Are you a highly motivated and customer-focused IT professional looking to advance your career in a fast-paced Managed Service Provider (MSP) environment? Do you thrive on solving technical challenges and providing exceptional support? If so, we want to hear from you
Empyrean IT is a leading MSP based in
Melbourne, VIC
, dedicated to empowering businesses with cutting-edge technology solutions. We specialize in providing expert support for Microsoft 365, robust Cloud and Infrastructure services, and comprehensive Cyber Security measures. Our mission is to deliver unparalleled service and build lasting partnerships with our diverse client base.
We are currently seeking a talented and enthusiastic
Level 1/2 Helpdesk Engineer
to join our growing technical team. This is an exciting opportunity for someone with a solid foundation in IT support who is eager to expand their skills and take on new challenges.
What You'll Do:
Providing exceptional Level 1/2 technical support via phone, email, and remote tools for a wide range of IT issues.
Troubleshooting and resolving incidents related to Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive), Windows operating systems, desktop applications, and network connectivity.
Assisting with user account management (creation, modification, termination) in Active Directory and Microsoft 365.
Configuring and deploying new hardware and software for end-users.
Assisting with cloud-related issues for platforms like Azure or AWS (basic user access, resource monitoring).
Responding to and escalating cyber security alerts as required, following established protocols.
Documenting all support interactions and resolutions accurately in our ticketing system.
Collaborating effectively with Level 3 engineers and other team members on complex issues.
Contributing to the continuous improvement of our support processes and knowledge base.
Participating in on-call rotations as required (if applicable, mention frequency).
What You'll Bring:
Proven experience (1-3 years) in a Level 1 or Level 1/2 IT Helpdesk/Support role, preferably within an MSP environment.
Strong proficiency in supporting and troubleshooting Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and OneDrive.
Solid understanding of Windows operating systems (Windows *****) and common desktop applications.
Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
Familiarity with Active Directory user and group management.
Exposure to cloud platforms (Azure, AWS) and a willingness to learn more.
An understanding of basic cyber security best practices and principles.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
Exceptional problem-solving abilities and a methodical approach to troubleshooting.
Strong customer service orientation with a positive and patient attitude.
Ability to work independently and as part of a team in a fast-paced environment.
Relevant IT certifications (e.g., Microsoft 365 Fundamentals, CompTIA A+, ITIL Foundation) are highly regarded.
Valid driver's licence and reliable transportation (if client site visits are required).
Why Work With Us?
Opportunity for Growth: We are committed to the professional development of our team members. You'll have opportunities to enhance your skills, gain certifications, and progress within the company.
Cutting-Edge Technology: Work with the latest Microsoft 365, Cloud, and Cyber Security technologies.
Supportive Team Environment: Join a collaborative and friendly team where your contributions are valued.
Diverse Client Base: Gain exposure to a wide range of industries and technical challenges.
Ready To Make Your Mark?
If you're a dedicated and enthusiastic IT professional looking for your next challenge, we encourage you to apply Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role.
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