Helpdesk Agent, Level 1 - Secom

About the role

One of our operating companies, Secom Technology , is seeking a Helpdesk Support Engineer (Level 1-2) to join the team in Kingsgrove, Sydney. As the first point of contact for IT support, you will be responsible for logging, troubleshooting and resolving day-to-day technical issues, while escalating more complex problems to senior engineers. You will play a key role in delivering fast, reliable support and a great customer experience.

Responsibilities

• Client Support & Ticket Management
• Troubleshooting & Issue Resolution
• Escalation & Collaboration
• Customer Experience & Communication
• System Monitoring & Maintenance
• Documentation & Continuous Improvement

Requirements

• 1-2 years' experience in a Service Desk / Helpdesk / IT Support role
• Strong understanding of Windows 10/11 and Microsoft 365
• Experience with Active Directory and user account management
• Exposure to ticketing systems (e.g. ConnectWise or similar)
• Basic understanding of networking (DNS, DHCP, Wi-Fi)
• Desirable
• Experience in an MSP environment
• Exposure to RMM tools
• IT certifications (CompTIA A+, Microsoft Fundamentals, etc.)
• Familiarity with VMware or Hyper-V environments

Benefits

Additional Information

Lyra Technology Group is a p rivate e quity-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.

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