Service Desk Engineer (L1.5)

Service Desk Engineer (L1.5) - MSP | Fortitude Valley

Digital Dynamics Australia — Fortitude Valley, Brisbane QLD
Full Time | Information & Communication Technology
$70,000 – $90,000 + super (depending on experience)

A genuine pathway to Level 2 and beyond

Your new company

Digital Dynamics is a Brisbane Managed Service Provider supporting small and medium businesses across South East Queensland, built on a simple idea: technology alone is not enough. Our client relationships are built on care and attention — someone answers, someone cares, and it gets fixed properly.

This is a permanent, full-time, in-office role at our Fortitude Valley office, so you will need to be based in Brisbane. It is not an entry-level or graduate position.

Your new role

In this role, you will be:

• Owning tickets end to end in HaloPSA, from first call through to resolution

• Supporting Microsoft 365, Windows 10/11, and the everyday applications our clients run their businesses on

• Performing account administration in Entra ID, including users, groups, and MFA

• Managing devices, patching, and automation through Intune and NinjaOne

• Working hands-on with a security stack most service desks never touch: Huntress, ThreatLocker, and client environments aligned to the ACSC Essential Eight

• Troubleshooting desktops, laptops, printers, and mobile devices, remotely and occasionally on-site

• Documenting your fixes properly so the next person (including future you) isn't starting from scratch

• Escalating with a clear handover when something is beyond you, then learning how it gets solved. Nothing disappears upstairs here

What you'll need to succeed

To be successful in your application, you will need:

• A minimum of 2 years in a commercial IT support role, resolving tickets independently. Experience within a Managed Service Provider is strongly preferred

• Demonstrated Microsoft 365 administration and Windows troubleshooting, done daily, not just in a course or home lab

• Hands-on experience with Entra ID, Intune, or an RMM/PSA platform

• A clear, friendly phone manner. Our clients are trades, retailers, training organisations, and professional services firms, not IT people, so patience and plain English matter as much as technical skill

• Genuine ownership of your work: you follow tickets through, update clients before they chase you, and write things down

• Full unrestricted Australian working rights

• A current driver's licence and reliable transport for occasional client visits

Networking fundamentals, Microsoft certifications, or a genuine interest in cyber security will all be highly regarded.

What you'll get in return

If you have hit the ceiling in your current role, this is the opposite: a genuine pathway from L1 to L2, with the escalations happening one desk away rather than in another building. You will receive training and certification support, and the variety of work to actually use what you learn, across support, cloud, and security. You will work from an excellent workspace in Fortitude Valley, close to the train station and Valley cafes, in a small, tight team where your work is visible and your ideas actually get implemented.

One thing to know upfront: this is an in-office role with no work from home, and there is no hiding in a queue. If you want anonymity, this isn't your role.

What you need to do now

If this sounds like you, click Apply and include a short cover note telling us about the trickiest support ticket you've ever solved: what it was, how you worked it out, and what you'd do differently. Two or three paragraphs is plenty. We read every cover note before we look at a single resume.

No recruiters, please.