Job Description

About 1Solution

1Solution is a leading South Australian ICT managed services provider and Telstra Platinum Partner, delivering unified communications, networking, cyber security and managed services to government and enterprise clients across Australia. With 50+ staff and a strong growth trajectory, we’re known for technical excellence and long-term client relationships.

The Role

We’re seeking an experienced L2 ICT Support Engineer to join our service desk team. You’ll be the escalation point for complex technical issues, delivering second-level support across desktop, network, and cloud environments for our diverse client base. This is a hands-on role where you’ll make a real impact for clients across government, corporate and education sectors.

Key Responsibilities

• Provide troubleshooting and resolution of desktop, laptop, and application issues
• Monitor infrastructure health using monitoring tools, and respond to alerts to ensure system availability, performance, and security
• Manage assigned tickets, ensuring timely updates, accurate documentation, and resolution within SLA
• Assist with administration tasks including user onboarding, device provisioning, and software installations
• Escalate issues in line with internal processes, keeping clients informed throughout
• Create and maintain technical documentation, knowledge base articles, and client guides
• Serve as an escalation point for L1 engineers and assist with mentoring and training of junior staff
• Participate in after-hours on-call roster and assist with on-site and off-site deployments and break-fix support as required

What You’ll Bring

• 2+ years’ experience in a similar ICT support role
• Relevant IT qualifications, certifications, or equivalent industry experience
• Familiarity with cybersecurity frameworks (ASD Essential Eight preferred)
• Strong customer service orientation with excellent written and verbal communication skills
• Working knowledge of Active Directory and Microsoft 365 administration
• Proven ability to create and maintain clear, accurate technical documentation
• Understanding of networking fundamentals
• Experience with ticketing and PSA platforms (Autotask preferred)
• Australian Citizenship or permanent residency (SA-based role)
• Ability to build positive relationships with colleagues and clients in a team-oriented environment
• Valid driver’s licence (for on-site client visits)

Nice to Have

• Advanced certifications (Azure Fundamentals, ITIL 4 Foundation or similar)
• Exposure to cloud platforms, virtualisation, and telephony systems
• Scripting and automation skills (PowerShell or similar)
• Experience with MDM platforms (Intune, Workspace One) and remote desktop environments (Azure Virtual Desktop)
• Experience contributing to process improvements and service optimisation

Why Join Us

• Be part of a dynamic team that values innovation, collaboration, and growth.
• Enjoy a supportive work culture where your ideas and expertise truly make a difference.
• Benefit from opportunities for professional development and career progression in a fast-paced industry.
• Work on exciting projects with a diverse range of clients across various industries.

Our Values

• Deliver Success: We’re passionate about you – our customers, our people, our families, our business. It makes us happy when we provide you with a great experience, and we never want to let you down.
• Communicate with Purpose: We want to communicate with you, so you know what’s going on – and we love to listen too!
• Trust is a Must: You can rely on us as your “safe pair of hands”. A trusted employer, a trusted partner, a trusted supplier
• Culture Counts: We want to create a great place to come to work. We want to have fun, be creative and bounce off each other. We celebrate our differences; our complimentary skills and we value friendship.
• Experience Matters: We value the reputation of our business and our team. We value the knowledge of the solutions we sell, because we’ve done it many times before.

One Solution actively encourages applications from individuals of all genders and backgrounds, recognising that a diverse team contributes to innovation and success.

We work hard to ensure equality extends to creating an environment where everyone feels valued and empowered to reach their full potential. At One Solution, we don’t just solve problems, we build relationships. If you want to find more about us visit our website at https://onesolution.net.au/.

If you’re passionate about technology and driven to deliver exceptional service, we’d love to hear from you.

Please submit your application through SEEK with a pdf copy of your CV.