Service Desk Engineer Level 1 | Customer Focused MSP Role

Parramatta based | In office | Growing MSP

$60,000 – $70,000 + super

HD IT is a values driven Managed Service Provider based in Parramatta. We’re looking for a Level 1 Service Desk Engineer who brings a positive attitude, strong customer focus, and a desire to build a long term career in IT.

This role is ideal for someone early in their career who wants real responsibility, clear structure, and a team that genuinely supports growth.

The role

You’ll be the first point of contact for our clients, providing professional IT support via phone, email, and remote tools.

Your day to day will include:

• Triage and resolution of Level 1 IT issues
• Delivering a calm, professional, customer focused service
• Logging and managing tickets accurately within our systems
• Following processes and escalating issues when required
• Contributing to knowledge base documentation
• Working closely with a collaborative service team

What we’re looking for

We hire for attitude first, skills second.

You’ll succeed in this role if you are:

• Customer focused and enjoy helping people
• Clear, professional, and confident in communication
• Organised, reliable, and detail oriented
• Positive, solutions focused, and open to learning
• Comfortable working in a team environment

Experience and requirements

• 1+ year experience on a service desk (MSP experience preferred)
• IT degree or TAFE qualification
• Working rights in Australia for a minimum of 2 years

Working knowledge of:

• Windows desktop environments
• Microsoft 365, Exchange, and SharePoint
• Active Directory user administration
• Basic networking and endpoint security

Why HD IT?

Our values guide how we work with clients and each other:

• Customer Above All
• Solutions Focused
• Professional
• Always Evolving
• Positive Attitude

You’ll be joining a team that values accountability, learning, and doing the right thing.

What’s on offer

• Supportive, down to earth team culture
• Structured learning and career development
• Exposure to a broad MSP technology stack
• Stable, Parramatta based, in office role

If you want to build your IT career in a people first MSP where your attitude actually matters, we’d love to hear from you.