Helpdesk Agent, Level 1 - Secom

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.    About The Position
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

Skills


• 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


• Hybrid working environment

• Work with leading Australian clubs and golf venues

• Join a growing MSP with strong industry partnerships

• Exposure to diverse clients and modern technologies