2nd Line Support Engineer

Our wireless division operates thousands of cell sites and supports roaming partners nationwide. We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Bucket truck and pole climbing training is done in-house.

About the role:

Green Telephone is hiring a 2nd Line Support Engineer to work remotely from Australia. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. You will be employed through our employer-of-record partner in Australia, with a local contract and salary paid in local currency. Core hours are 9:00 AM to 1:00 PM US Eastern. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Install and update approved software and remove anything unlicensed
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Keep ticket notes and time entries up to date
• Track hardware inventory and warranty status in the asset system
• Escalate network, server and application problems to the right team with clear notes
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Connect remote users to VPN and troubleshoot access issues

What you need:

• 6+ years of help desk or desktop support experience
• Customer service skills and patience with non-technical users
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Experience with Active Directory user and group management
• Working knowledge of Windows 10/11 and basic macOS support

Preferred qualifications:

• Basic PowerShell scripting
• ITIL 4 Foundation
• Intune, Jamf or SCCM/MECM

Rate: $75,000 - $87,000 per year

Compensation and benefits:

• Co-working space stipend
• Annual team retreat
• Two weeks of paid leave at year end
• Annual learning budget

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Green Telephone.