Full job description

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About The Position

One of our operating companies, Secom Technology, is looking for an IT Service Desk Engineer to join their team in Kingsgrove, Sydney.

As an IT Service Desk Engineer, you’ll be the first point of contact for clients requiring IT support. You will troubleshoot and resolve a range of technical issues, manage support tickets, provide exceptional customer service, and escalate more complex issues to senior technical teams when required.

Responsibilities:

• Act as the first point of contact for client IT support requests via phone, email, chat and ticketing systems.
• Log, categorise and prioritise incidents and service requests in line with SLAs.
• Troubleshoot common issues across Windows, Microsoft 365, macOS, email, printers, user accounts and network connectivity.
• Assist users with Wi-Fi, VPN and remote-access issues.
• Perform basic hardware and software troubleshooting remotely.
• Monitor RMM alerts and assist with basic maintenance tasks, including backup, antivirus and patch compliance checks.
• Escalate complex issues to Level 2 or specialist teams with clear documentation and troubleshooting notes.
• Keep clients informed throughout the support process and ensure issues are resolved to their satisfaction.
• Maintain accurate ticket, client and knowledge-based documentation.
• Identify recurring issues and contribute to improvements in SOPs, processes and automation.
• Participate in team meetings, training and continuous improvement initiatives.

Skills:

• 1–2 years of experience in an IT support or service desk environment in a customer service environment/MSP.
• Basic understanding of Windows 10/11 and Microsoft 365.
• Understanding of Active Directory and user account management.
• Basic knowledge of hypervisor environments such as Microsoft Hyper-V or VMware.
• Experience using an IT ticketing/PSA system.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with the ability to support both technical and non-technical users.
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