IT Systems Engineer Level One

About Databl

Databl is a growing IT Managed Services and Managed Security Services provider, delivering tailored technology solutions to enhance business productivity and security. We specialize in Microsoft technologies, identity management, endpoint protection, and compliance with standards such as the  Essential 8 and DISP.

Position Overview

The Level 1 IT Support Engineer is responsible for delivering front-line IT support services and assisting with basic system administration tasks. This entry-level role focuses on providing exceptional customer service and resolving common technical issues while working under the guidance of senior team members.

Key Responsibilities

Service Delivery

• Provide first-line support for service requests and incidents. 

• Perform basic troubleshooting of hardware, software, and network issues. 

• Escalate complex issues to Level 2 or Level 3 engineers. 

• Conduct routine tasks such as onboarding/offboarding users, password resets, and workstation setups. 

• Shadow Level 2 engineers to learn endpoint management (e.g., Intune policy deployment). 

• Assist with client onboarding and small project tasks under supervision. 

• Participate in basic automation tasks (e.g., simple PowerShell scripts). 

• Maintain documentation and update ticket notes.

Security & Compliance 

• Follow secure IT practices and escalate security incidents. 

• Assist with applying security controls, including MFA and conditional access policies. 

• Learn and contribute to security baseline activities under supervision.

Client Interaction

• Act as a friendly first point of contact for clients via phone, email, or service portal. 

• Communicate clearly and professionally with clients regarding ticket progress. 

• Participate in client meetings alongside senior engineers to gain exposure.

Continuous Improvement 

• Enroll in and complete professional development courses (e.g., MD-102, ITIL Foundation)  within the first 12 months. 

• Participate in ongoing technical training, including Microsoft 365, Azure AD (Entra ID),  and Intune. 

• Assist in improving internal knowledge bases and contribute to team process  improvements. 

• Shadow senior engineers to progressively learn project delivery.

Professional Development Goals 

• Work toward achieving Level 2 IT Support Engineer capabilities within 12-18 months. 

• Complete MD-102 certification within 12 months. 

• Gain practical exposure to Intune, Microsoft 365 administration, and automation  practices.

Required Skills & Experience 

• Certificate IV or Diploma in Information Technology (or working towards). 

• Basic knowledge of Windows operating systems and Microsoft 365. 

• Strong communication skills and customer service orientation. 

• Ability to follow troubleshooting guides and standard operating procedures. 

• Demonstrated willingness to learn and advance technical skills. 

• Exposure to Microsoft Intune or basic endpoint management tasks. 

• Understanding of basic networking concepts (IP, DNS, DHCP). 

• Interest in automation or scripting (e.g., PowerShell).

Desirable 

• Diploma or Bachelor's degree in IT or related field. 

• CompTIA A+ or equivalent foundational certification. 

• ITIL Foundation certification. 

• Microsoft Certified: Azure Fundamentals (AZ-900).

Company Values & Culture 

• We are an engineering-first organization, driven by technical excellence and a commitment to delivering robust, high-quality solutions. 

• Collaboration is at the heart of how we operate — we work closely as a team and with our clients to solve complex challenges. 

• We actively support each other, fostering a workplace where help is always available and knowledge is shared openly. 

• We believe in continuous learning and professional growth, encouraging all team members to pursue certifications, explore new technologies, and take ownership of their development. 

• We are committed to client success, prioritizing trust, transparency, and long-term  partnerships in everything we do