Work Schedule: Full time, Monday - Friday, Rotating shift within AEST hours

Key Responsibilities

• Provide first-level IT support to internal users via phone, Microsoft Teams, email, and ticketing systems.
• Investigate, troubleshoot, and resolve IT incidents, service requests, and technical issues within agreed service levels.
• Log, track, update, and manage support tickets accurately through the FreshDesk IT Service Management (ITSM) platform.
• Escalate complex incidents and unresolved issues to appropriate internal teams and third-party vendors when necessary.
• Liaise with external suppliers and service providers to ensure timely resolution of support issues.
• Support employee onboarding, transfers, and offboarding activities, including user account provisioning and deprovisioning.
• Configure, deploy, and maintain laptops, mobile devices, peripherals, and other end-user equipment.
• Administer user accounts, permissions, and access management across Microsoft 365, Active Directory, and related systems.
• Create, update, and maintain knowledge base articles, user guides, and standard operating procedures.
• Promote knowledge sharing and contribute to continuous improvement initiatives within the Service Desk function.
• Assist with IT asset management, including maintaining accurate records, software licensing, and asset audits.
• Participate in an after-hours support roster and respond to high-priority incidents within agreed response times.
• Identify, report, and respond to security incidents and suspicious activities in accordance with company policies and procedures.
• Ensure compliance with cyber security standards, governance requirements, and access management processes.
• Follow ITIL best practices and contribute to initiatives that improve service delivery, efficiency, and customer experience.
• Deliver exceptional customer service while maintaining accurate documentation and communication with stakeholders.
• Perform ad hoc duties and provide additional support to the IT team as required.

Requirements

• Minimum 2 years of experience in an IT Service Desk, Help Desk, Desktop Support, or similar technical support role.
• Relevant qualification in Information Technology, Computer Science, or equivalent practical experience.
• ITIL Foundation Certification is highly desirable.
• Experience supporting Microsoft 365 environments and cloud-based technologies.
• Experience using IT Service Management (ITSM) or ticketing platforms such as FreshDesk, ServiceNow, Zendesk, or similar systems.
• Experience working within structured SLA-driven support environments.

Technical Skills

• Microsoft 365 Administration including Exchange Online, Teams, SharePoint, and OneDrive.
• Windows 10 and Windows 11 administration and troubleshooting.
• Active Directory Users & Computers.
• Microsoft Entra ID (Azure AD).
• Multi-Factor Authentication (MFA) administration and support.
• Microsoft Intune / Endpoint Manager.
• Device provisioning, deployment, and lifecycle management.
• VPN and remote access support.
• Mobile device management and troubleshooting.
• Basic networking concepts including DNS, DHCP, TCP/IP, and connectivity troubleshooting.
• Adobe Suite support.
• Experience supporting remote and distributed workforces.
• Point of Sale (POS) system support experience is advantageous.

Independent Contractor Perks

• Health insurance in eligible locations

• Permanent work from home

• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.