Level 2 Helpdesk Engineer

Experience: 1 year minimum

About the role:

We are currently seeking a talented and motivated Level 1 Helpdesk Engineer to join our growing Managed Services Provider (MSP) team. The successful candidate will be responsible for providing exceptional technical support and customer service to our clients in the areas network, system, and application troubleshooting. As a Level 1 Helpdesk Engineer, you will play a crucial role in supporting or clients’ and their IT infrastructure, ensuring smooth business operations.

Key Responsibilities:

  • Provide Level 1 technical support to clients via phone, email, and remote desktop connection.
  • Troubleshoot, diagnose, and resolve network, hardware, software, and system issues efficiently and accurately.
  • Escalate complex technical issues to senior engineers or management when necessary.
  • Document and track client issues, resolutions, and related processes in our ticketing system.
  • Maintain a high level of customer satisfaction by delivering prompt and effective solutions to client issues.
  • Collaborate with team members to share knowledge and develop best practices for support procedures.
  • Participate in ongoing professional development opportunities to stay up-to-date with industry trends and advancements.
  • Adhere to company policies, procedures, and service level agreements (SLAs) to ensure consistent service delivery.



At least 1 year of experience in a Level 1 helpdesk or technical support role, preferably within an MSP environment.

  1. Relevant IT certifications (e.g., CompTIA A+, ITILv4, Network+, Microsoft Certified Professional) are highly desirable.
  2. Knowledge of desktop operating systems, Microsoft Office 365, and Active Directory.
  3. Familiarity with network technologies such as routers, switches, firewalls, and wireless access points.
  4. Fundamental understanding of cybersecurity best practices and protocols.
  5. Excellent problem-solving and critical thinking skills, with the ability to work effectively under pressure.
  6. Outstanding communication and interpersonal skills, with a focus on providing exceptional customer service.
  7. Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
  8. Self-motivated and able to work independently as well as in a team environment.
  9. A valid Australian driver’s license and reliable transportation.

    Fullfillment & Processing Officer

    About the role:

    One Solution Group is currently recruiting for a position within its award-winning company in Adelaide. This exciting role will involve assisting in the management of large national accounts. While experience in telecommunications is preferred, it is not essential.

    To succeed in this role, strong written and verbal communication skills are required, along with exceptional attention to detail and computer literacy. The position entails confidently navigating various computer systems, accurately receiving and relaying instructions, and working both independently and collaboratively within a dynamic team environment.

    The office is conveniently located near public transport and street parking, and standard office hours are from 8:30 am to 5:00 pm, Monday to Friday. If you are enthusiastic about joining a company that leads the way in technology and content solutions, this opportunity is perfect for you.

    Successful Applicant:

    • Efficiently manage high work volumes, prioritize tasks, multitask, and take full ownership from start to completion.
    • Exhibit strong time management and organizational skills, delivering efficient and professional outcomes to ensure client satisfaction.
    • Demonstrate effective problem-solving abilities to address challenges and find innovative solutions.
    • Strive to provide exceptional and timely results, aiming to enhance customer satisfaction and foster strong relationships.
    • Display enthusiasm, motivation, and a keen willingness to learn and grow.
    • Thrive in both independent and collaborative team environments, contributing effectively to collective goals.



    • Manage mailboxes, ticket queues, and inbound phone calls in a proactive manner.
    • Monitor and prioritize outstanding tickets to ensure timely resolution.
    • Provide regular updates and communicate effectively with customers and team leaders.
    • Deliver excellent service to customers through various channels (email, phone, and in-person)
    • Capture all customer interactions accurately within CRM tools for comprehensive record-keeping.
    • Offer support and troubleshooting for internal and external stakeholder issues.
    • Log and escalate technical requests and faults promptly using computer systems, phone, and email.
    • Perform general data entry, maintain records, and handle administrative tasks efficiently.
    • Perform all necessary tasks to successfully complete the tasks, including but not limited to above.

      Client Engagement Specialist

      About the role:

      As a Client Engagement Specialist, you will have complete ownership of customer portfolios and serve as the main point of contact for clients and internal requests. Your responsibilities include actively managing communication, providing initiative-taking updates, and delivering excellent service.

      You will be responsible for capturing and tracking customer interactions within our CRM tools, while also acting as a liaison between customers and operational areas in 1Solution. Identifying and communicating any process issues that may affect customer relationships to management will be vital.

      Additionally, you will ensure accurate and timely updates to customers through various communication channels, collaborating closely with Provisioning/Fulfillment, Project Managers, BDM’s, Sales Teams, and Management to drive operational efficiency and problem-solving.


      In summary, as a Client Engagement Specialist, you will own customer portfolios, act as the primary contact, manage communications, escalate issues, and collaborate with cross-functional teams to provide excellent service and enhance customer relationships.

      Successful Applicant:

      Whilst Telstra experience is preferred, it is not an essential criteria.


      • Complete ownership of the allocated customer portfolios
      • Function as the first point of contact for client and internal requests
      • Actively managing mailboxes, ticket queues and inbound phone calls
      • Proactively provide ongoing updates and communications to customers
      • Providing customers with excellent service in all interactions (whether by email, phone or in person)
      • Proactive escalation to team leads for customers and internal departments.
      • Capture all customer interactions and attempted interactions within CRM tools.
      • Function as the liaison between the customer and operational areas in 1Solution for account management
      • Identify and communicate operational/sales process issues affecting customer relationship to management.
      • Provide accurate and timely updates to customers via various communication channels, including, weekly/monthly meetings, email communication, phone calls.
      • Close collaboration with Provisioning/Fulfilment, Project Managers, BDM’s, Sales Teams, and Management

      Perform all necessary tasks to successfully complete the project, including but not limited to above.

        Junior Project Manager

        Reporting To: Project Manager

        About the role:

        As a Junior Project Manager in our Enterprise Business division, your main responsibility is to implement orders & assist the projects team to oversee orders and projects from, from inception to completion.

        You’ll play a crucial role in ensuring the successful delivery of telecommunications & other solutions to our clients. Working closely with senior project managers and the technical team, your tasks include ensuring projects are completed on time, within budget, and to the satisfaction of our clients.

        Your coordination skills and project management expertise will be vital in achieving customer satisfaction and project success.

        Successful Applicant:

        To excel in this position, you must possess exceptional project management abilities, demonstrate strong organizational skills, meticulous attention to detail, and effective communication with stakeholders. Previous experience in the telecommunications industry and familiarity with Telstra’s offerings are essential.

        Proficiency in IT or telecommunications would be advantageous.

        Junior Project Managers are pivotal to the triumph of our telecommunications projects. You will play a vital role within our team, collaborating to deliver cutting-edge solutions of superior quality to our esteemed clients.

        Telstra Experience of any kind would be beneficial but not necessary.



        • Developing and implementing project plans, timelines, and budgets.
        • Identifying and managing project risks and issues.
        • Coordinating and allocating resources, including personnel, budget, and equipment.
        • Communicating project updates to stakeholders, including clients, senior management, and project team members.
        • Managing project teams and ensuring clarity of roles and responsibilities.
        • Tracking and reporting project progress against key performance indicators (KPIs).
        • Facilitating project meetings to align stakeholders on goals and objectives.
        • Maintaining project documentation, including meeting minutes, plans, and reports.
        • Conducting post-project evaluations for improvement and future opportunities.
        • Ensuring timely, within-budget, and high-quality project delivery.
        • Implementing best practices and methodologies for optimal project outcomes.
        • Building and maintaining strong client and stakeholder relationships for satisfaction.


        Perform all necessary tasks to successfully complete the project, including but not limited to above.


          Internal software Developer

          About the role:

          The Internal Software Developer is responsible for designing, developing, and maintaining internal software applications used within the organization & for customers, future projects the company chooses to expand in.

          This role involves collaborating with cross-functional teams to gather requirements, creating efficient and scalable software solutions, and ensuring the smooth operation of internal systems. The Internal Software Developer will contribute to enhancing existing applications, implementing new features, and providing technical support to internal stakeholders.

          Assist with our company’s development in automation and AI.

          Key Responsibilities:

          • Software Development: Design, develop, and test internal software applications to meet the organization’s needs, ensuring high quality, efficiency, and scalability. Collaborate with stakeholders to gather requirements and translate them into functional software solutions.
          • Application Maintenance: Maintain and enhance existing internal software applications, identify and troubleshoot issues, and implement necessary updates and improvements to ensure optimal performance and user experience.
          • Technical Expertise: Stay up-to-date with emerging technologies, programming languages, and industry trends. Apply technical expertise to solve complex problems, propose innovative solutions, and recommend best practices for software development and system integration.
          • Collaboration: Work closely with cross-functional teams, including project managers, business analysts, and other developers, to understand business requirements and align software development initiatives with organizational goals. Participate in code reviews and provide constructive feedback to maintain code quality.
          • Documentation: Create and maintain technical documentation, including system architecture, design specifications, and user manuals, to facilitate effective collaboration, knowledge sharing, and future system maintenance.
          • Testing and Quality Assurance: Develop and execute test plans to ensure software quality, reliability, and security. Perform thorough debugging and troubleshooting to identify and resolve software defects and performance issues.
          • Continuous Improvement: Continuously evaluate and enhance internal software development processes, tools, and methodologies to increase efficiency, productivity, and overall software quality. Proactively identify opportunities for automation and process optimization.
          • Technical Support: Provide technical support to internal stakeholders, including end-users, by investigating and resolving software-related inquiries, troubleshooting system issues, and offering guidance on software usage and functionality.



          Qualifications and Requirements:


          • Bachelor’s degree in Computer Science, Software Engineering, or a related field.
          • Proven experience in software development, preferably in internal or enterprise application development.
          • Strong proficiency in one or more programming languages and related frameworks.
          • Familiarity with database systems and SQL.
          • Knowledge of software development methodologies, version control systems, and agile practices.
          • Solid understanding of web development principles, including HTML, CSS, JavaScript, and web services (RESTful APIs).
          • Experience with software testing, debugging, and performance optimization.
          • Excellent problem-solving skills and the ability to analyze and interpret complex business requirements.
          • Strong communication and collaboration skills to work effectively within a team and interact with stakeholders at all levels.
          • Attention to detail and a commitment to delivering high-quality software solutions.