About Us

Emerging IT is one of Australia’s most awarded Managed Service Providers, supporting over 280 businesses nationwide. We’re a collaborative, people-first team that values growth, learning, and delivering high-quality IT support to a diverse range of clients.

We pride ourselves on doing IT differently — keeping things simple, human, and outcome-focused while continuously improving how we support our customers.

About the Role

We are looking for a Level 1 Service Desk Technician to join our Technical Support team. This is a hands-on, fast-paced role acting as the first point of contact for client IT issues.

You will be responsible for logging, triaging, and resolving technical incidents while delivering a high standard of customer service and working within SLA timeframes.

This role is ideal for someone with 1–2 years’ MSP experience who is ready to grow their technical skills in a supportive and high-performing team.

Key Responsibilities

• Act as first point of contact for IT incidents and service requests
• Log, prioritise, and manage tickets through the service desk system
• Provide phone, email, and remote support to end users
• Troubleshoot Windows, Microsoft 365, and basic networking issues
• Support Active Directory tasks including password resets and account administration
• Escalate complex issues to Level 2/3 support where required
• Maintain clear communication with clients and internal teams
• Ensure all tickets are documented accurately and managed within SLA requirements
• Follow established processes and contribute to continuous improvement

About You

• 1–2 years experience in a Service Desk or IT Support role (MSP experience highly regarded)
• Strong knowledge of Microsoft 365 and Windows environments
• Basic Active Directory administration experience
• Familiarity with ticketing systems and SLA-driven environments
• Confident communicator with strong customer service skills
• Able to work in a fast-paced, high-volume support environment
• Problem solver with a proactive and positive attitude
• Willingness to learn and grow within a technical team

Desirable (Nice to Have)

• Experience with Azure / Intune
• Exposure to ITIL practices
• MacOS support experience
• Certifications such as CompTIA A+, Network+, Microsoft Fundamentals

Why Join Us

• Work with a highly experienced MSP team
• Exposure to a wide range of technologies and clients
• Strong focus on learning, training, and career development
• Supportive and collaborative team culture
• Opportunities for progression into Level 2 and beyond
• Flexible working environment

How to Apply

If you're looking to build your IT career in a fast-paced MSP environment and want to grow your technical skills, we’d love to hear from you.

Employer questions

Your application will include the following questions:

• How many years' experience do you have in a Service Desk Role?
• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Service Desk Technician?
• Do you have technical support experience?
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