Level 2 IT Helpdesk (AU Client - Remote)

Key responsibilities

·       Provide Level 1 and Level 2 technical support to Australian end users.

·       Handle inbound phone calls and service desk tickets and troubleshoot issues remotely.

·       Diagnose and resolve Windows, Microsoft 365, Outlook, Teams, VPN, printers, networking, and application issues.

·       Perform remote desktop support using tools such as ConnectWise, TeamViewer, AnyDesk, BeyondTrust, or similar platforms.

·       Manage user accounts, password resets, MFA, permissions, and basic Active Directory / Entra ID administration.

·       Troubleshoot hardware, software, connectivity, and workstation problems.

·       Escalate complex infrastructure, security, or application issues to Level 3 teams.

·       Maintain accurate ticket documentation, troubleshooting steps, and resolution notes.

·       Follow ITIL/service-desk procedures and meet SLA and response-time requirements.

·       Communicate professionally with Australian customers and adapt to their business hours and expectations.

Typical technical skills

·       Windows 10/11

·       Microsoft 365 / Office 365

·       Outlook and Teams

·       Active Directory / Entra ID

·       Azure/Microsoft cloud basics

·       VPN and basic TCP/IP/DNS/DHCP troubleshooting

·       Remote Desktop / remote-support tools

·       Ticketing systems such as ServiceNow, Jira, Zendesk, Freshservice, or ConnectWise

·       Basic endpoint management and security troubleshooting

For an Australian client, employers usually value

·       Clear English phone communication

·       Strong customer-service skills

·       Ability to explain technical issues to non-technical users

·       Experience supporting users remotely

·       Willingness to work Australian business hours

·       Good ticket documentation and SLA awareness

·       Ability to troubleshoot independently rather than simply escalate

WFH Setup Requirements

·       Reliable fiber internet, minimum 50 Mbps.

·       Backup internet (5G/4G, pocket Wi-Fi, or secondary ISP).

·       Windows 10/11 PC/laptop with 8 GB RAM minimum; 16 GB preferred.

·       Noise-cancelling USB headset with clear microphone.

·       HD webcam for meetings.

·       UPS/backup power for PC and router.

·       Quiet, dedicated workspace suitable for phone support.

·       Secure home network and ability to use VPN/MFA and company security tools.