About the company Starboard IT is an Australian-owned IT services provider established in 2016, delivering reliable and personalized technology solutions to businesses across Australia. Founded by experienced IT professionals with over 15 years of industry expertise, we specialize in IT support, network infrastructure, cybersecurity, and cloud technologies. We are committed to providing high-quality, customer-focused services and practical solutions that help our clients achieve their business goals. As our business continues to grow, we are looking for a motivated L1 Service Desk Engineer to join our dynamic team. About the position The L1 Service Desk Engineer serves as the first point of contact for Starboard IT clients, providing timely and professional technical support across a range of IT systems and services. The role involves troubleshooting and resolving routine technical issues, accurately recording and managing support requests, and escalating complex matters to senior engineers when necessary. Working closely with clients and internal teams, you will help deliver a high standard of customer service while gaining hands-on experience in a fast-paced Managed Services environment. This is an excellent opportunity for a motivated IT professional looking to develop their technical expertise and build a long-term career in the IT industry. Some of the duties and responsibilities are: · Act as the first point of contact for incoming incidents and requests via phone, email, or ticketing system, ensuring professional and friendly client experience. · Perform initial troubleshooting, resolve standard technical issues (e.g., password resets, software installations, printer setups), and ensure resolution within agreed SLA timeframes. · Escalate unresolved or complex tickets to Level 2 engineers with clear, detailed documentation of actions taken and relevant diagnostic information. · Maintain accurate and up-to-date ticket records, including notes on troubleshooting steps, client communications, and resolution details. · Monitor ticket queues regularly to ensure timely follow-up and prevent SLA breaches. · Assist with basic tasks such as device setup, software updates, and user onboarding as required. · Conduct awareness training by communicating, educating, and liaising with users and management to identify potential risks and improve system and security practices. · Monitor network traffic, activity, capacity, and usage to ensure continued integrity, optimal performance, and compliance with security standards. Skills & Requirements Selection Criteria Basic knowledge of Microsoft, cloud, and networking technologies. Bachelor’s degree in computer applications or a related field (or higher). 1–2 years of experience in IT support or a similar technical role. Familiarity with ITIL principles and strong documentation skills. Experience using ticketing systems, such as Halo or similar platforms. Working knowledge of Apple devices and related support processes. Strong customer service and communication skills, with a focus on end-user support. Ability to prioritize tasks and manage multiple requests in a fast-paced environment. Strong analytical and problem-solving abilities. Team-oriented mindset with a proactive and positive approach. Willingness to undergo an Australian Federal Police (AFP) Police Check as a condition of employment. Must be based in Sydney, Melbourne, or Perth. Must hold Australian residency, citizenship, or a valid working visa. If you believe your skills and experience align with our requirements, we would love to hear from you. Please note that only shortlisted candidates will be contacted. All applications will be treated with the utmost confidentiality and handled with strict privacy. Note to Recruitment Agencies: We do not accept unsolicited agency resumes or candidate submissions. Please do not contact our hiring managers or employees regarding this position.
