Level 1 IT Support Helpdesk Engineer

Job Title: Level 1 IT Support Helpdesk Engineer (On Site) Company: Setup4 Location: Melbourne South Eastern Suburbs Job Type: Full-time/Part-time Salary: $56,000\.00 – $63,000\.00 (inc Super) per year About Us: Setup4 is an innovative and rapidly expanding IT company headquartered in Melbourne, specializing in cutting-edge cybersecurity solutions, Microsoft 365 Support, VoIP, Email Security, Backup, Managed ICT support services, and Cloud Solutions. Our commitment to delivering superior technologies and exceptional customer service has positioned us as a leader in the industry, catering to a diverse clientele ranging from small businesses to large enterprises. Position Overview: We invite qualified candidates to join our esteemed Helpdesk team as a Level-1 Helpdesk Technician. This role presents an exciting opportunity to contribute to challenging projects, enhance technical expertise, and play a pivotal role in ensuring the success of our clients' IT environments. You will serve as an embedded engineer at our client's site, providing dedicated support tailored to their specific needs. **Responsibilities** * Deliver exceptional customer service by taking ownership of incidents, service requests, and technical issues from initial contact through to successful resolution. * Provide remote and onsite support across Microsoft 365, Windows 10/11, Microsoft Teams, SharePoint Online, OneDrive, Entra ID, Intune, Azure, VoIP, networking, cybersecurity platforms, and business applications. * Troubleshoot and resolve hardware, software, cloud, identity, security, connectivity, and business application issues in accordance with agreed service levels. * Proactively monitor, maintain, and optimise customer environments using Remote Monitoring and Management (RMM) tools, responding to alerts and addressing issues before they impact business operations. * Support device lifecycle management including provisioning, deployment, imaging, onboarding, offboarding, patching, endpoint compliance, asset management, and lifecycle refresh activities. * Administer user accounts, permissions, licensing, security groups, and access controls across Microsoft 365, Active Directory, and hybrid cloud environments. * Assist with the implementation and support of cybersecurity solutions including Multi-Factor Authentication (MFA), Conditional Access, Endpoint Security, Email Security, Backup, Disaster Recovery, Security Awareness initiatives, and compliance best practices. * Develop, maintain, and improve PowerShell scripts, automation workflows, and operational processes to improve service delivery, reduce manual effort, and increase efficiency. * Leverage AI technologies such as Microsoft Copilot, Copilot Chat, Power Platform, and other emerging AI tools to enhance troubleshooting, productivity, documentation, and customer outcomes. * Identify opportunities for automation, process improvement, system optimisation, and technology upgrades that enhance customer productivity, security, reliability, and user experience. * Follow ITIL-aligned Incident, Problem, Change, and Service Request Management processes while maintaining accurate ticket updates, documentation, and customer communications. * Escalate complex technical issues appropriately whilst maintaining ownership and ensuring customers receive proactive and timely updates throughout the resolution process. * Collaborate with senior engineers, project teams, cybersecurity specialists, vendors, and subject matter experts to deliver successful technical and business outcomes. * Create and maintain technical documentation, knowledge base articles, standard operating procedures, asset records, and customer environment documentation. * Participate in infrastructure upgrades, cloud migrations, cybersecurity initiatives, Microsoft modern workplace deployments, and digital transformation projects. * Build trusted customer relationships through professionalism, accountability, responsiveness, and clear communication in both technical and non-technical language. * Stay current with emerging technologies, Microsoft solutions, cybersecurity trends, automation platforms, and AI innovations through continuous professional development and industry certifications. * Contribute to Setup4's culture of innovation by sharing knowledge, supporting team development, participating in technical workshops, and helping drive operational excellence across the business. **Customer Success \& Service Excellence** * Take full ownership of customer issues and ensure a positive end-to-end support experience. * Communicate technical concepts clearly and professionally to both technical and non-technical stakeholders. * Provide proactive updates on ticket progress, project milestones, and resolution timeframes. * Follow up with customers after issue resolution to confirm satisfaction and service quality. * Meet Service Level Agreements (SLAs), customer satisfaction targets, and documentation standards. * Act as a trusted technology advisor by identifying opportunities to improve customer environments and business outcomes. * Build long-term customer relationships through professionalism, accountability, responsiveness, and a customer-first mindset. **Continuous Learning \& AI Growth Expectations** At Setup4, we believe the future of IT support is AI-assisted, security-focused, automation-driven, and business-oriented. Successful candidates will: * Dedicate time each month to learning new Microsoft, AI, cloud, automation, and cybersecurity technologies. * Participate in internal technical training, knowledge-sharing sessions, and industry certification programs. * Maintain awareness of emerging Microsoft 365, Azure, Security, Copilot, and AI capabilities. * Actively identify opportunities to improve customer experience, automation, operational efficiency, and service delivery. * Demonstrate a growth mindset, curiosity, and passion for technology and continuous improvement. * Embrace AI and automation as tools to enhance customer outcomes while continuing to provide exceptional human-centric support. **Other Requirements:** * Excellent communication skills. * Willingness to undergo vaccinations as required for on-site work. * Valid driver’s license and access to a well-maintained vehicle. * Ability to thrive in a small team environment and work autonomously. * Strong organizational and task management skills. * Exceptional time management and recording skills, maintaining high billable utilization. * Passion for Information technology. * MELBOURNE SOUTH EAST BASED CANDIDATES ONLY **What's in it for you?** Join a successful company that values its team members, encourages a passion for information technology, and offers opportunities for professional growth and career advancement. Experience a welcoming work environment, contribute to exciting projects, and make your mark in the ever-evolving IT landscape. How to Apply: * Interested candidates are invited to submit their resumes and a cover letter outlining relevant experience on LinkedIn.