Level 1 IT Support Helpdesk Engineer

Role Overview

Setup4 is looking for a Level 1 IT Support Helpdesk Engineer to work at a client site in Melbourne’s south-eastern suburbs. This is a full-time role, with part-time also mentioned in the source, and the position is presented as embedded onsite support rather than a remote-only job. The company focuses on cybersecurity, Microsoft 365 support, VoIP, email security, backup, managed ICT services, and cloud solutions.

The role is suited to someone who enjoys hands-on technical support, client-facing problem solving, and helping maintain reliable and secure business technology environments. You will support end users and systems across a broad modern workplace stack, contribute to documentation and process improvement, and work closely with senior technical staff and specialists.

Key Duties

• Own incidents, requests, and technical faults from the first report through to final resolution, ensuring the customer has a smooth support experience.
• Provide both remote and onsite assistance across Microsoft 365, Windows 10/11, Microsoft Teams, SharePoint Online, OneDrive, Entra ID, Intune, Azure, VoIP, networking, cybersecurity tools, and business applications.
• Diagnose and fix problems related to hardware, software, cloud services, identity, security, connectivity, and line-of-business applications within agreed service levels.
• Use RMM tools to monitor customer environments, respond to alerts, and act early to prevent service disruption.
• Handle device lifecycle tasks such as provisioning, deployment, imaging, onboarding, offboarding, patching, endpoint compliance, asset tracking, and refresh work.
• Manage accounts, permissions, licenses, security groups, and access settings in Microsoft 365, Active Directory, and hybrid cloud setups.
• Assist with cybersecurity controls including MFA, Conditional Access, endpoint protection, email security, backup, disaster recovery, security awareness, and compliance-aligned practices.
• Build and improve PowerShell scripts, automated workflows, and operational procedures to reduce manual effort and improve service efficiency.
• Use AI tools such as Microsoft Copilot, Copilot Chat, Power Platform, and related emerging technologies to improve troubleshooting, productivity, documentation, and customer outcomes.
• Look for opportunities to automate work, streamline processes, improve systems, and recommend technology upgrades that strengthen security, reliability, and user experience.
• Follow ITIL-style processes for incident, problem, change, and service request handling while keeping tickets, notes, and customer communication accurate and current.
• Escalate complex issues appropriately while still maintaining ownership and keeping customers informed with timely updates.
• Work with senior engineers, project teams, cybersecurity experts, vendors, and other specialists to deliver successful technical outcomes.
• Create and maintain technical documents, knowledge articles, standard operating procedures, asset records, and customer environment references.
• Support infrastructure upgrades, cloud migrations, modern workplace rollouts, cybersecurity projects, and digital transformation initiatives.
• Communicate clearly and professionally with both technical and non-technical stakeholders, building trusted relationships through responsiveness and accountability.
• Keep skills current through ongoing learning, certifications, and exposure to Microsoft, cloud, cybersecurity, automation, and AI developments.
• Contribute to team knowledge-sharing, workshops, and operational improvement across Setup4.

Customer Success Expectations

• Take responsibility for customer issues and aim to deliver a positive end-to-end support experience.
• Explain technical matters in a clear and professional way for different audiences.
• Give proactive updates on ticket progress, project milestones, and expected resolution times.
• Check back with customers after closure to confirm satisfaction and service quality.
• Work toward SLAs, customer satisfaction goals, and documentation standards.
• Act as a trusted technology advisor by spotting opportunities to improve environments and business results.

Learning and Growth

• Set aside time each month to learn more about Microsoft, cloud, cybersecurity, automation, and AI technologies.
• Take part in internal training, knowledge-sharing sessions, and certification programs.
• Stay aware of new Microsoft 365, Azure, Security, Copilot, and AI capabilities.
• Continuously look for ways to improve customer experience, service delivery, and operational efficiency.
• Bring curiosity, adaptability, and a strong improvement mindset to the role.
• Use AI and automation to strengthen support outcomes while still providing human-centered service.

Additional Requirements

Applicants must have excellent communication skills, strong organisation and task management abilities, and very good time management and record-keeping skills with high billable utilisation. The job requires willingness to undergo vaccinations where needed for onsite work, a valid driver’s licence, and access to a well-maintained vehicle. Candidates should be comfortable working independently as well as in a small team, and should have a genuine interest in information technology. The source also specifies that candidates must be based in Melbourne’s south-east.

Compensation and Employment Details

The role is listed as full-time, with part-time also mentioned in the source material. Pay is stated as AUD 56,000 to 63,000 per year, inclusive of superannuation.

How to Apply

Candidates were asked to submit a resume and cover letter describing relevant experience.

About Setup4

Setup4 is described as a fast-growing and innovative IT company in Melbourne that delivers cybersecurity solutions, Microsoft 365 support, VoIP, email security, backup services, managed ICT support, and cloud solutions to both small businesses and larger enterprises.