- Provide remote IT support to Australian clients, providing and taking ownership of Level technical issues requiring troubleshooting, ensuring high-quality resolution and excellent customer service.

Ticket Management and Resolution :

- Handle Level 1 Tickets.

- Troubleshoot and resolve Level 1 issues, including Windows and macOS OS-level problems and application-related incidents.

- Perform root cause analysis for recurring issues and document resolutions in the knowledge base.

Systems And Applications Support :

- Microsoft 365 administration (user management, mailbox troubleshooting, licensing, Teams, SharePoint, and OneDrive issues).

- Endpoint management and troubleshooting for Windows 10/11 and macOS.

- Printer, scanner, and peripheral setup/troubleshooting.

Network And Security Support (Basic) :

- Basic firewall and switch alert reviews (with escalation where required).

- Security policy application (MFA, conditional access, AV alerts, patch compliance).

Server Support (Basic) :

- Monitoring and responding to server alerts.

- Basic Windows Server user and group administration.

- Checking and reporting on backup status.

- Restarting services or servers as per SOPs.

- Escalating complex server issues to Level 2 and 3 Senior Engineers.

Customer Interaction :

- Directly liaise with end-users via phone, email, Teams, or ticket updates.

- Provide clear, non-technical explanations when required.

- Follow SLA timelines for ticket responses and resolutions.

Documentation And Process Adherence :

- Accurately document troubleshooting steps, resolutions, and any changes made.

- Follow change management processes where applicable.

- Contribute to and maintain internal and client-facing documentation.

Requirements :

- Minimum 5 years in a Service Desk or Technical Support role (including Level 2 exposure).

- Strong experience with Microsoft 365 administration.

- Proficiency in Windows 10/11 troubleshooting; macOS knowledge desirable.

- Basic Windows Server Administration Skills.

- Basic networking knowledge (DHCP, DNS, VLANs, firewall concepts).

- Familiarity with RMM tools and ticketing systems (Autotask preferred).

- Strong written and verbal English communication skills.

- Ability to work autonomously while following defined processes.