IT Support Analyst

Who we are

PB Computer Services is a small IT shop: the owner, four technicians and a part-time office manager.

About the role

Our team is growing and we are hiring an IT Support Analyst. Our operations team closes around 600 tickets a month and needs one more person on the desk. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. Our headquarters is in Canberra, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in Brazil, with a local contract and salary paid in reais. You will need some overlap with Australian Eastern time in the mornings. We use Slack, Notion and Google Meet. Cameras on for team calls.

In your first few months you will

• Connect remote users to VPN and troubleshoot access issues
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Write and update knowledge base articles for common problems
• Track hardware inventory and warranty status in the asset system
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers

What you bring

• 3-5 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

Bonus points

• ITIL 4 Foundation

Pay and benefits

• Annual salary review
• Paid parental leave
• Performance bonus
• Monthly internet allowance
• Flexible hours
• Company laptop
• Annual team retreat

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at PB Computer Services.