Schedule
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Full-time
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Monday to Friday
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9:00 am – 6:00 pm AEST
About Us
We are a managed services and technology support business delivering reliable, responsive IT support to Australian organisations. Service quality matters here. So does clear communication, accountability, and doing the basics well every single day.
The Service Desk is the front line of the business. This role plays a critical part in customer experience, issue resolution, and keeping environments running smoothly.
The Role
The Support Engineer (Level 1) is responsible for first-line technical support across a range of customer environments. You’ll be handling incoming requests, logging and managing tickets, resolving common issues, and escalating when needed.
This role suits someone early in their IT career who enjoys problem-solving, helping people, and building strong technical foundations in a fast-paced support environment.
Key Responsibilities
Service Desk & Customer Support
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Provide first-level technical support to end users via phone, remote access, and occasionally onsite
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Answer client calls and accurately log, update, and manage support tickets
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Resolve common IT issues quickly and efficiently to meet SLA targets
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Keep customers informed on progress, delays, and resolution timelines
Technical Support
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Support Microsoft-based desktop and application environments
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Provide basic network troubleshooting (LAN, internet connectivity)
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Support remote access technologies such as RDP and Citrix
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Monitor alerts from remote monitoring and management tools and respond appropriately
Ticket & Process Management
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Follow up on unresolved tickets to ensure action is taken by the right party
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Escalate issues requiring Level 2 or Level 3 support
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Maintain accurate documentation and update knowledge base articles
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Record time and activity accurately in the ticketing system
Team & Continuous Improvement
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Manage workload through effective prioritisation and time management
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Participate in training and development activities
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Identify opportunities to improve support processes and customer experience
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Communicate potential sales opportunities to relevant teams
Requirements
Skills & Experience
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Previous helpdesk or IT support experience, ideally in a high-volume environment
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Ability to troubleshoot and resolve basic computer-based issues
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Strong understanding of Windows desktop operating systems
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Basic understanding of networking concepts and ISP services
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Exposure to technologies such as Microsoft Server, VMware, Hyper-V, or Citrix is a plus
Ways of Working
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Strong customer service mindset
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Clear and professional communication skills
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Good problem-solving ability and attention to detail
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Ability to multitask and work well in a team environment
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Flexible and adaptable to changing priorities
Qualifications
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Relevant degree, diploma, certifications, or equivalent industry experience
Independent Contractor Perks:
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Health insurance coverage
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Permanent work from home
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Immediate hiring
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Steady freelance job
Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.
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