Level 1 Help Desk Support (AU Client - Remote)
You will be required to assist in all aspects of IT support and help desk operations, which may at times extend beyond the duties listed below.
Managing day-to-day technical support requests, troubleshooting issues, and ensuring timely resolution for end users while maintaining high levels of customer satisfaction.
This will require you to liaise with users, internal IT teams, external vendors, and onboarding stakeholders to resolve technical issues, coordinate new starter setup, and ensure smooth IT operations.
Other responsibilities include but are not limited to:
- Provide first-level technical support via phone, email, or chat.
- Troubleshoot hardware, software, and network issues.
- Log and track incidents using ticketing systems.
- Escalate complex issues to IT Manager.
- Assist with system installations, configurations, and updates.
- Maintain IT documentation and knowledge base.
- Support user account management and access control.
- Create and/or coordinate the creation of network logins, system access, and company email addresses for new and existing staff.
- Order, track, and coordinate delivery of IT equipment (e.g., laptops, peripherals) for new starters and existing employees.
- Ensure proper setup and readiness of devices prior to onboarding.
- Create, maintain, and manage IT equipment inventory, including asset tracking, allocation, and lifecycle management.
- Ensure accurate documentation of assigned devices and monitor asset usage and returns.
- Ensure adherence to IT policies and security protocols.
- Perform ad hoc IT support tasks as required.
You will be fully trained in the specific requirements, and you will be responsible for prioritising your daily workload.
Requirements- Degree or diploma in IT or related field (preferred).
- 2–3 years’ experience in help desk or technical support.
- Proven experience in equipment inventory management and asset tracking.
- Experience in ordering, shipping, and coordinating delivery of IT equipment.
- Hands-on experience troubleshooting network issues (e.g., connectivity, VPN, access issues).
- Hands-on experience troubleshooting PC/laptop issues (hardware and software).
- Familiarity with ticketing systems and troubleshooting tools.
- Strong problem-solving and communication skills.
Join our team and enjoy these benefits & perks:
- Medical, dental, and life insurance from day one
- Paid vacation and sick leave (with quarterly conversion)
- Competitive salary and annual appraisals
- Financial assistance program
- Mandatory government benefits and 13th-month pay
- Company events - promoting work-life balance and career growth
Only shortlisted candidates will be contacted