Lyra Technology Group is a private equity-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

Helpdesk Agent, Level 1 - Secom

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