Level 1 Helpdesk Engineer | AU/NZ | WFH

Employment Type: Full-time

Ready to do work that actually excites you?

We are looking for a dedicated L1 Helpdesk Engineer to join our support team, focusing exclusively on one of our key clients in the retail industry. In this role, you’ll deliver responsive, high-quality technical support to end users by resolving hardware, software, and networking issues in a timely and professional manner.

This position is ideal for someone with strong troubleshooting abilities, a proactive mindset, and a passion for excellent customer service.

What You'll Do:

• Provide first-level support to users via phone, email, or chat, ensuring timely and professional resolution of issues.
• Diagnose and troubleshoot issues related to desktops, applications, POS systems, and network connectivity.
• Guide users on how to use specific hardware or software applications related to retail operations.
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate unresolved or complex technical problems to senior engineers as appropriate.
• Collaborate with internal IT teams and the client's teams to ensure seamless support delivery.
• Continuously update your knowledge of client-specific systems, tools, and retail workflows.
• Analyze trends in support requests to recommend areas for system/process improvements.

Requirements

What You Bring

We’re looking for someone who:

• Bachelor's degree in IT, Computer Science, or a related field (preferred but not required).
• Minimum 3 years of experience in a helpdesk, IT support, or service desk role.
• Strong proficiency in tools such as ServiceNow, Zendesk, or similar ticketing systems.
• Excellent communication and interpersonal skills.
• Hands-on experience resolving hardware/software issues in a retail or multi-branch setting is a plus.
• Strong analytical and multitasking abilities.
• Familiarity with ITSM practices and frameworks like ITIL is considered an asset.
• Ability to work independently in a fully remote environment while staying connected with the team.