Help Desk Technician (Level 1-2)

Job Description

This is a remote position.

Schedule : Monday to Friday, 9 : 00 AM – 5 : 00 PM Sydney Time

Client Timezone : Sydney, Australia (AEDT / AEST)

Total Weekly Hours : 40 Hours

Join a dynamic, multi-brand organization operating across Australia with over 50 remote locations. Specializing in kitchen design, joinery, and manufacturing, this established company values technical expertise and independent problem-solving. With a lean but highly skilled IT team, you’ll work in a collaborative environment that fully supports remote operations through strong systems and technology investments.

This is an exciting opportunity to serve as the technical backbone of a growing organization. As the Help Desk Technician (Level 1–2) , you’ll tackle a wide range of technical challenges across multiple remote sites — from troubleshooting connectivity issues to resolving hardware and software problems. Collaborating with a skilled three-person IT team, you’ll enhance your expertise in Windows environments, networking, and end-user support while making a direct impact on business operations across dozens of locations.

Responsibilities

Act as the first point of contact for IT support across 50+ remote business locations

Manage and resolve Level 1 & Level 2 technical support tickets

Provide phone-based troubleshooting and clear technical guidance to users

Diagnose and resolve issues using remote desktop tools

Maintain accurate documentation and update internal knowledge bases

Handle approximately 60 support tickets weekly with a focus on quality resolution

Communicate complex technical solutions in simple, user-friendly terms

Support users experiencing connectivity or system access issues

Collaborate with IT management during daily check-ins while working autonomously

Requirements

Proven experience with Windows OS and advanced troubleshooting

Solid understanding of networking concepts and remote connectivity

Strong verbal communication and customer service skills

Previous experience in IT help desk or technical support roles

Ability to work independently with minimal supervision

Must have a Windows-based computer (Mac systems not supported)

IT certifications or formal technical training preferred

Microsoft certifications highly valued

Experience with ticketing systems and documentation best practices

Independent Contractor Perks

HMO Coverage for eligible locations

Permanent work-from-home

Immediate hiring

ZR_28314_JOB

Requirements

Proven experience with Windows OS and advanced troubleshooting Solid understanding of networking concepts and remote connectivity Strong verbal communication and customer service skills Previous experience in IT help desk or technical support roles Ability to work independently with minimal supervision Must have a Windows-based computer (Mac systems not supported) IT certifications or formal technical training preferred Microsoft certifications highly valued Experience with ticketing systems and documentation best practices