Level 1 Support Engineer

Cygnet Systems is a Managed Services Provider delivering reliable, people focused technology solutions to businesses across a wide range of industries. Our approach is hands‑on, personal, and focused on both outcomes and experience. We want our clients to know us personally and trust that we’re part of their team, here in person to help not hiding behind phones or emails. At our core, we believe in Quality, Clarity, Innovation, and Satisfaction , values that guide how we work with our clients and how we support our people. The Role We’re looking for an enthusiastic Level 1 Support Engineer to join the Cygnet Systems team. As part of our frontline support, you’ll play a key role in helping clients across South Australia keep their technology running smoothly. Whether that’s troubleshooting an issue remotely, assisting onsite or helping deliver new solutions. You’ll work closely with our Director and wider technical team, gaining exposure to real‑world environments and learning from experienced engineers who genuinely care about helping you grow. We value curiosity, initiative, ownership, and a willingness to put your hand up and get involved, qualities that reflect how we support our clients every day. This is the ideal opportunity for someone looking to step into the Managed Services space and build a long‑term career in IT. At Cygnet Systems you’ll develop your technical skills, contribute to improving client experiences and be part of a close‑knit team where your work makes a real impact. About You Enjoys solving technical problems and helping people. Communicates clearly and confidently with clients and teammates. Is punctual, you live by the motto “If you’re not 10 minutes early, you’re late.” Takes ownership of issues and follows them through to resolution. Brings a positive attitude and contributes to a collaborative team culture. Loves to tinker whether that’s home lab, testing new ideas or building something cool just to see how it works. Is actively working toward Microsoft certifications and values continuous learning. Has a full Australian Drivers License. Currently lives in Adelaide. Loves good office banter We welcome applications from candidates with limited industry experience who can demonstrate strong technical aptitude, excellent communication skills and the drive to learn and grow. Experience working within a Managed Services Provider (MSP) or similar IT support environment for at least 6 months will be highly regarded. Key Responsibilities Provide remote and onsite support for client environments, including desktops, servers, networking, and cloud services. Respond to incidents and service requests within agreed timeframes, ensuring clear and proactive communication throughout. Action change requests such as user onboarding and offboarding, permission adjustments, password resets, and other routine administrative tasks. Escalate complex issues appropriately while maintaining ownership and setting clear expectations for clients. Assist with user account management, system maintenance, monitoring alerts and daily operational checks. Accurately document all work, resolutions, and updates within the ticketing system. Maintain up‑to‑date and detailed client documentation within IT Glue. Contribute to process improvements, share knowledge with peers, and actively look for ways to make things run smoother. And most importantly, help make the Director’s life a whole lot easier Key Skills At Cygnet Systems, we’re big on professional development, we’ll help you upskill and stay ahead of vendor technology, working with you to build a clear career trajectory and ongoing learning plan. So experience or proven working knowledge in the following areas will be highly regarded. Microsoft 365 administration and support Active Directory and Group Policy Management Basic networking concepts (DNS, DHCP, VPNs, firewalls, Wi‑Fi) Endpoint protection, patching and update management Experience with Remote Monitoring & Management (RMM) tools Strong customer service and clear communication skills PowerShell scripting or basic automation Familiarity with backup and security tools (e.g., Veeam, Defender for Endpoint) Experience with PSA/RMM platforms (e.g., HaloPSA, NinjaOne) Awareness of networking and firewall technologies (e.g., Fortinet preferred) If you’re looking to kickstart or grow your IT career with a company that values people, growth, and ‘measuring twice and cutting once,’ we’d love to hear from you. #J-18808-Ljbffr