Remote Service Desk Technician (Level 1)

Australian Business Clients | Full-Time (AEST)
We are an Australian IT services firm supporting small and mid-sized businesses.
We are looking for a Level 1 Service Desk Technician with excellent English communication skills to provide remote IT support to Australian business clients.
This is not a call centre role. You will be expected to communicate clearly with users, follow structured troubleshooting processes, and take ownership of tickets from start to finish.

Responsibilities

Provide Level 1 support for Windows 10/11 users
Assist with Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint)
Handle common IT issues such as password resets, email problems, and basic troubleshooting
Escalate complex issues to Level 2/3 technicians with clear notes
Deliver professional support via phone and email
Log, update, and manage tickets accurately
Follow documented processes and procedures


Requirements


Strong spoken and written English (mandatory)

Clear pronunciation
Ability to explain technical issues to non-technical users
Professional phone manner



Minimum 1–2 years in IT support or service desk role


Basic knowledge of:

Windows 10/11
Microsoft 365
General IT troubleshooting

Confidence speaking with business users over the phone

Reliable internet connection and quiet work environment

Ability to follow instructions and work independently

Nice to have:

Experience in an MSP environment
Basic networking knowledge (VPN, DNS, Wi-Fi)
Exposure to ticketing systems

Working Hours (Mandatory)

Full-time, 40 hours per week
Australian business hours: 8:30am – 5:30pm AEST

If you cannot work these hours, do not apply.

Compensation
Salary is based on experience, communication ability, and overall performance.
Strong performers may receive salary increases and growth opportunities over time.

How to Apply (Read Carefully)
Applications that do not follow these steps will not be considered.

Short Introduction
2–3 sentences explaining:
-Why you want this role
-Why you are a good fit

Resume
Attach your resume or CV.
Applications without a resume will not be reviewed.

Video Introduction (Required)
-Maximum 2 minutes
-English only, camera on, speaking directly to the camera

In your video, briefly cover:
-Your current role and support experience
-Your Microsoft 365 experience
-Why you want this role

Applications without a video will not be accepted.