[ref. x2200301] IT Support (AU) - Level 1 | Work From Home | 7am - 4pm PHT | Great Benefits
COMPANY
Kaesim are a global team of cybersecurity experts protecting small businesses since 2015 and currently monitor over 800+ clients and assets 24/7.
We keep businesses safe around the globe from Australia, UK, Europe, and New Zealand.
More about us here > https://www.kaesim.com.au/about-us/
More about the owner you'll be working with here > https://www.linkedin.com/in/paulhankin/
ROLE & RESPONSIBILITIES
We are seeking an experienced tech support specialist (Level 1) working from home to provide remote IT support to our clients and their end-users during Australian business hours.
Our clients are typically small to medium sized businesses with teams of 5-10 end-users (employees) who you'll support daily via our ticketing system.
Most are Australian based businesses in the financial services industry with their end-users working from laptops connected to various cloud services.
You will be the first point of contact for all incoming support requests (tickets) which arrive through email (95%) and phone calls (5%).
You will be backed and supported by our level 2/3 support team on any issues that need escalating.
You will be working closely with the Operations Manager each day in a role that comprises two parts:
- Remote IT support for our client's end-users (ie; servicing support tickets): 90% of your week.
- Onboarding new end-users (and offboarding exiting users): 10% of your week.
Onboarding new end-users via remote support sessions to complete the following tasks:
- Antivirus software installing and removal.
- Installing and configuring Office apps: Outlook, OneDrive, SharePoint, Teams.
- Creating user accounts in Microsoft 365 & Google Workspace tenants.
- Enrolling users in MFA.
- Minimum 2 years full time BPO experience.
- Minimum 2 years full time IT desktop support / service desk / helpdesk experience.
- Experience providing remote tech support to business end-users.
- Experience working remotely from home and managing work/life balance.
- Experience troubleshooting end-user hardware issues: laptops, monitors, printers, wifi connections, etc.
- Experience in supporting and on/offboarding business end-users in the following software applications:
- - Microsoft 365 including Outlook, OneDrive, SharePoint and Teams.
- - Google Workspace including Google Drive.
- - Windows 10-11.
- - Adobe Acrobat.
- - Google Chrome and Microsoft Edge.
Other skills desired:
- Great customer service skills when providing end-user support.
- Excellent written and verbal English communication skills.
- Strong attention to detail, highly organized and high levels of accuracy in your work.
- Customer centric mindset putting the client and users at the heart of your work.
NOT required but an advantage:
- Microsoft 365 admininistrator experience.
- Google Workspace admininistrator experience.
- MacOS experience.
- ManageEngine EndPoint Central experience.
- Zoho One experience (Zoho Desk for tickets, etc).
WFH REQUIREMENTS
You must be Work From Home / WFH-Capable as detailed below:
- Company owner laptop and all peripherals will be supplied (monitors, webcam, keyboard, mouse, etc).
- 40 Mbps minimum internet speed.
- An ideal work space set-up for optimized work productivity that is quiet when on calls with clients (around 5% of your week).
- Monday to Friday, 10am - 7pm AEDT (Melbourne, Australia) including 1 hour of breaks (lunch, morning/afternoon).
BENEFITS & OFFER
Benefits- Permanent work from home position: no commute ever.
- HMO (Healthcare) provided after 6 month probation period.
- Learn about complex technologies and advanced cybersecurity with guidance from our senior team.
- Proposed start date: 30th September 2025 or earlier.
- ₱28,000 to ₱32,000 PHP per month depending on experience and skills.
- Standard vacation & sick leave: 10VL + 10SL.
- Note: Holiday leave follows the Australian public holiday calendar and our annual business closure periods.