Service Desk Engineer (Level 1–2) — Education
Step Fwd IT · Full time On-site at one of our education clients (a secondary college in Melbourne’s north-west)
About us
Step Fwd IT is an established Australian managed IT and cybersecurity provider. We partner closely with our clients — including schools across the education sector — to deliver reliable, secure technology so they can get on with what they do best. Our approach is simple: Partnerships Beyond Technology.
About the role
We’re looking for a Service Desk Engineer to join our Education team, based on-site at one of our valued school clients. You’ll be the friendly, capable first point of contact for staff and students — resolving day-to-day ICT issues, keeping classroom and administrative technology running, and making sure teaching and learning are never held up by technology. You’ll work alongside our on-site ICT Manager and the wider Step Fwd IT service desk, with plenty of support around you.
What you’ll do
- Diagnose and resolve Level 1–2 incidents and requests through the Helpdesk, escalating trickier issues to the on-site ICT Manager or our service desk.
- Set up, maintain, and troubleshoot Windows and macOS devices — laptops, desktops, mobiles, and peripherals — including imaging, provisioning, and asset tracking.
- Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office), MFA, SSO, and user accounts.
- Keep classroom and AV technology running for lessons, assemblies, exams, and events.
- Help monitor network-connected devices and wireless, and assist with basic infrastructure tasks.
- Champion safe, secure use of technology, and keep documentation and knowledge base articles up to date.
What you’ll bring
- Experience in ICT helpdesk or technical support.
- Strong troubleshooting across Windows, macOS, and Microsoft 365.
- Excellent customer service and communication skills.
- The ability to juggle competing priorities with a calm, organised, problem-solving approach.
- A team-first attitude and a genuine commitment to confidentiality and professionalism.
- A valid Employee Working with Children Check, or willingness to obtain one.
Nice to have
- Experience in a school or education technology environment.
- Exposure to Synergetic (SMS) and Schoolbox (LMS).
- Microsoft Intune, Entra ID, and Microsoft 365 administration.
- Networking fundamentals (switching, wireless, TCP/IP, DNS, DHCP), plus some SQL Server or Linux exposure.
- Experience with audiovisual and classroom technology, particularly ViVi.
- Relevant ICT qualifications or certifications.
Our values
We hire people who share how we work — Seek Understanding, Customer First, Supportive, Grow & Learn, and Committed. If you like understanding a problem before fixing it, putting people first, backing your teammates, and always learning, you’ll fit right in.
Why join us
- A supportive, close-knit team that has your back.
- Ongoing training and development, including time to learn during work hours.
- Genuine variety — no two days are the same in a busy education environment
