L1 IT Support Engineer – Tier 1/2 (2 positions)

About the role

An exciting opportunity exists for two skilled L1 IT Support Engineers to join a dynamic international organisation. You will provide Tier 1‑2 support for users across Australia, New Zealand, Singapore and other regions, working remotely within a modern cloud‑managed environment.

Key responsibilities

• Provide first‑line technical support for end users across multiple regions.
• Troubleshoot and resolve desktop, application, network and device issues.
• Manage incidents, service requests and problem tickets in line with SLAs.
• Escalate complex issues to senior engineers or specialist teams.
• Support cloud‑based applications, endpoint devices and enterprise systems.
• Collaborate with internal IT teams, external vendors and operational staff to ensure timely resolution.
• Maintain accurate documentation and ticket updates throughout the support process.
• Assist with user account management, access requests and system administration activities.

Required profile

• 2+ years experience in IT Support, Service Desk, Helpdesk or Desktop Support.
• Strong Level 1 support experience with exposure to Level 2 troubleshooting.
• Excellent verbal and written communication skills.
• Ability to work independently in a fully remote environment.

Required skills

• Windows operating systems and Microsoft environments.
• Microsoft 365 applications and administration.
• Desktop hardware, software, printers and peripheral devices.
• Networking fundamentals – TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Ticketing and service management systems.
• Exposure to cloud platforms and SaaS environments.
• Endpoint management solutions.
• Cyber security best practices.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certifications.