IT Support Engineer (Tier 1-2)

About the Role

An exciting opportunity exists for a skilled IT Support Engineer (Tier 1-2) to join a dynamic international organisation supporting operations across Australia, New Zealand, and Singapore. This role offers the chance to work within a modern technology environment, supporting cloud-managed infrastructure, enterprise SaaS applications, endpoint management platforms, and a mature cyber security landscape. You will be part of a globally distributed IT function, collaborating with Service Desk teams in Brisbane and support teams across Thailand, Vietnam, and the Philippines. If you enjoy solving technical problems, providing excellent customer service, and working within a collaborative international environment, this role could be an excellent fit.

Key Responsibilities

• Provide first-line technical support for end users across multiple regions.
• Troubleshoot and resolve desktop, application, network, and device-related issues.
• Manage incidents, service requests, and problem tickets in accordance with service level agreements.
• Escalate complex technical issues to senior engineers and specialist teams where required.
• Support cloud-based applications, endpoint devices, and enterprise systems.
• Collaborate with internal IT teams, external vendors, and operational staff to ensure timely resolution of issues.
• Deliver exceptional customer service while maintaining high levels of professionalism.
• Assist with user account management, access requests, and system administration activities.
• Maintain accurate documentation and ticket updates throughout the support process.
• Contribute to continuous improvement initiatives within the IT support function.

Requirements

• A minimum of 2 years of experience in an IT Support, Service Desk, Helpdesk, or Desktop Support role.
• Demonstrated Level 1 support experience with exposure to Level 2 troubleshooting.
• Proficiency in supporting Windows operating systems and Microsoft environments.
• Familiarity with Microsoft 365 applications and their administration.
• Experience troubleshooting desktop hardware, software, printers, and peripheral devices.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi connectivity.
• Experience utilizing ticketing and service management systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently in a fully remote environment.

Advantageous Experience

• Exposure to cloud platforms and SaaS environments.
• Experience with endpoint management solutions.
• Familiarity with cyber security best practices.
• Experience supporting multi-site or international environments.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft Certifications, or similar.

Key Competencies

• Strong customer service orientation.
• Excellent troubleshooting and critical thinking skills.
• Ability to prioritize and manage multiple tasks effectively.
• Strong attention to detail.
• Adaptability and willingness to learn new technologies.
• Team-oriented mindset with the ability to collaborate across different cultures and regions.
• Ability to remain calm and professional under pressure.

Additional Information

If you do not hear back within 2 weeks, please consider your application unsuccessful.