L1/L2 Support Engineer

L1/L2 SUPPORT ENGINEER

• Approximate Shift: 11:00 AM – 7:00 PM AEST
• Philippine Time Equivalent: 9:00 AM – 5:00 PM PH Time (may vary slightly during daylight savings periods)

Reports To: Support Lead

About the Role

We are seeking a proactive and customer-focused L1/L2 Support Engineer to join our internal IT support function. This role will serve as the frontline point of contact for technical support across stores and head office operations, helping deliver timely and effective support to non-technical users.

You will play a key role in supporting an in-house IT model, replacing the current managed service provider arrangement. The position requires strong troubleshooting skills, excellent communication, and the ability to independently manage support tickets while working closely with the Support Lead and broader technology team.

This role operates on staggered hours aligned with Gold Coast, Australia time to provide extended after-hours support coverage.

• Act as the first point of contact for all inbound support tickets
• Triage, categorise, troubleshoot, and resolve technical issues or escalate where appropriate
• Provide L1 endpoint support including:
• Device connectivity issues
• Printer troubleshooting
• POS hardware support
• Basic network troubleshooting at store level
• Provide L2 application support including:
• User access management
• Configuration issues
• Basic Odoo/ERP support
• Known bug workarounds
• Monitor device health and alerts using Ninja RMM or similar tools
• Proactively identify and address issues before they impact store operations
• Monitor Huntress or similar endpoint security alerts and escalate incidents appropriately
• Document recurring issues, troubleshooting steps, and resolutions to contribute to the internal knowledge base
• Support warehouse management system (WMS) related queries where applicable
• Assist with store onboarding activities including:
• Device setup verification
• Environment readiness checks
• User provisioning
• Work collaboratively with internal stakeholders and transition partners during the parallel-run period to absorb business-specific technical knowledge

• Proven experience in L1/L2 IT support roles
• Strong troubleshooting skills across endpoints, hardware, printers, and basic networking
• Experience with RMM platforms such as Ninja RMM or similar
• Familiarity with endpoint security tools such as Huntress is advantageous
• Exposure to ERP or Odoo support is beneficial but not essential
• Strong written and verbal English communication skills
• Ability to communicate clearly and professionally with non-technical users
• Patient, organised, and calm under pressure
• Able to work independently and manage competing priorities effectively
• Comfortable working staggered shifts aligned with Gold Coast, Australia hours

• Self-motivated and proactive
• Strong attention to detail
• Customer-service oriented mindset
• Continuous improvement mentality
• Team player with a collaborative approach

• Opportunity to be part of a growing internal technology support function
• Exposure to retail, warehouse, and ERP environments
• Collaborative and supportive team culture
• Long-term career growth opportunities within the business