1st Line Support (Remote)

Job Title: 1st Line Support (Remote)

Location: Remote (Australia)

Salary: $55,000 - $64,000 per annum

Hours: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Contract: Full-time, permanent

We support about 60 local businesses, most within 30 minutes of the office. Every tech does a bit of everything, from printer jams to firewall rules.

The role:

Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. You can work from home anywhere in Australia. We have no office requirement.

Essential duties and responsibilities:

• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Write and update knowledge base articles for common problems.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Escalate network, server and application problems to the right team with clear notes.
• Install and update approved software and remove anything unlicensed.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.

Who you are:

• 1+ years of help desk or desktop support experience.
• Valid driver's licence and reliable transportation for travel between sites.
• CompTIA A+ certification or equivalent hands-on experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• High school diploma or GED required. Associate degree in IT preferred.

Compensation and benefits:

• Superannuation on top of salary.
• Paid parental leave.
• Above-award pay rates.
• Employee assistance program.
• Paid training and tickets.
• Flexible hours.
• Paid overtime.

Applications close when we find the right person, so get in early.

Shortlisting will begin immediately.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Thatcher Pty Ltd.