Level 1.5 Helpdesk Engineer

About the Company

Mac Centre is Australias leading Apple-focused solutions provider, headquartered in Sydney, NSW. For over 20 years, we have been helping organisations implement and manage scalable, secure, and sustainable Apple workplace solutions. Our mission is to optimise the Apple experience in the workplace and empower businesses to achieve greater success through innovation and technology.

About the Role

We are seeking a proactive and customer-focused Level 1/2 Helpdesk Engineer to join our growing IT team.
This role is an excellent opportunity for someone currently at Level 1 who is looking to advance into Level 2 responsibilities. Youll provide technical support to clients, ensure timely resolution of IT issues, and deliver high-quality service while collaborating with a supportive and experienced team.

This position offers a hybrid work setup and is preferably based in Sydney, NSW or Melbourne, VIC.

Key Responsibilities

• Respond promptly to support calls, tickets, and client inquiries.

• Diagnose and resolve Level 1 issues; escalate complex cases with detailed documentation.

• Manage and support Microsoft 365 and Google Workspace (GWS) environments.

• Perform onboarding and offboarding tasks for customers.

• Maintain accurate time entries and service documentation in the helpdesk system.

• Ensure service quality and uphold company standards.

Skills & Experience

• 2-4 years of experience in IT support or within an MSP (Managed Service Provider) environment, or strong technical aptitude gained from a customer-service role.

• Solid understanding of Microsoft 365, Google Workspace, and Okta.

• Basic knowledge of networking principles.

• Experience with PSA or helpdesk platforms.

• Strong communication, organisational, and problem-solving skills.

• Understanding of Apple ecosystems and MDM technologies (Mac and Windows).

• Awareness and accountability for billable time.

• ITIL certification preferred but not required.

Why Join Us

• Supportive and close-knit team culture.

• Continuous learning and certification opportunities.

• Clear career progression into Level 2 or specialist technical roles.

• Opportunity to work with Australias leading Apple-focused IT provider.

ShoreXtra Perks:

• Free barista-style coffee
• Free parking and jeepney services
• Highly engaged team
• Unlimited potential for growth
• Fun and family-oriented working environment
• Silver level referral bonus

Work Set Up:

• Onsite
• Monday to Friday, 7:00 am - 4:00 pm