W e’re looking for a reliable and tech-savvy Level 1 IT Helpdesk Technician to join our frontline support team. This team handles the first point of contact for incoming IT service calls , so you’ll be the friendly voice that helps our clients troubleshoot and resolve basic technical issues quickly and efficiently.
If you’ve got a couple of years of IT experience, enjoy problem-solving, and thrive on helping people, this could be a great fit for you!
Responsibilities:
Answering and logging incoming IT service requests via phone, email, or ticketing system
Providing initial troubleshooting and low-level technical support (hardware, software, network, etc.)
Gathering relevant information and accurately documenting issues for escalation if needed
Resolving common issues such as password resets, printer problems, basic connectivity, and system access
Escalating unresolved or complex issues to Level 2 support with clear documentation
Following up on open tickets and ensuring timely resolution
Maintaining a high standard of customer service and communication
Qualification:
2+ years of IT support or helpdesk experience
Solid understanding of basic IT troubleshooting across hardware, software, and networks
Excellent verbal and written communication skills
Ability to stay calm under pressure and guide users step-by-step
Strong customer service mindset and a team-player attitude
Familiarity with ticketing systems, Windows OS, Microsoft 365, and remote support tools
Experience working with an MSP or in a multi-client environment
Certifications like CompTIA A+ , ITIL , or similar
Exposure to cloud-based environments or Active Directory
Equipment is self-provided
USB Headset with Noise Cancellation feature
Working Webcam
Computer with at least 1.5 GHz processor and at least 8GB RAM
Main Internet Service Speed: at least 50 Mbps cable connection
Backup Internet Service Speed: at least 25 Mbps
Dual Monitor
Discretionary bonus - not a 13th month pay.
Referral Bonus - 50 AUD per successful hire (3rd mark with the client)
Dedicated support person (CSM)
Fun culture
Support from HR, Tax, and other specialties
10 Paid Annual Leaves; 9 Paid Australian Holidays (ONLY regular employees); 1 Birthday Leave
Company Outing (For tenured employees; 6 months)
Paid Training
100% Work-From-Home
BIR as you are a contractor (Required to submit any contributions required by the government.)
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