Support Engineer Level 1 I Fulltime I Remote

Support Engineer (L1) — Full-Time | Remote
ABOUT THE ROLE
We are seeking a reliable and client-focused Support Engineer to join our remote MSP support team. This is an L1-level role and the first point of contact for our clients. You'll handle inbound requests, resolve common issues, and escalate where needed — all while delivering a professional, responsive experience. You'll work in a structured, ticket-driven environment with clear processes and strong team support behind you.
WHAT YOU'LL BE DOING

First-Line Client Support (60%)


Act as the first point of contact for client support requests via phone, email, and ticketing system
Triage, log, and prioritise incoming tickets in HaloPSA
Resolve L1 issues within your scope — password resets, account access, basic connectivity, M365 queries, and common endpoint issues
Escalate tickets clearly and promptly to L2 when required
Maintain professional, clear communication with clients throughout


Microsoft 365 & Endpoint Support (20%)


Assist with basic M365 administration — user creation, licence assignment, mailbox management
Support basic Intune and Defender tasks within defined scope
Follow documented runbooks and SOPs for common tasks


Ticket Management & Documentation (10%)


Keep tickets updated with accurate time entries and clear notes
Create and update knowledge base articles where appropriate
Follow escalation and communication protocols consistently


Monitoring & Alert Response (10%)


Action basic monitoring alerts per documented procedures
Escalate anomalies to L2 or senior staff promptly

WHAT WE'RE LOOKING FOR

1–2 years in a helpdesk or technical support role, preferably in an MSP
Working knowledge of:

Microsoft 365 (Outlook, Teams, SharePoint, basic admin)
Windows 10/11 desktop support
Basic networking concepts (DNS, DHCP, connectivity troubleshooting)


Strong client communication skills — professional, clear, and calm under pressure
Excellent written English and near-native spoken English
Organised, reliable, and process-driven
Comfortable following SOPs and escalating when outside scope

HIGHLY VALUED

Experience with ticketing systems (HaloPSA or similar)
Exposure to Intune, Defender, or Entra ID
Manufacturing or wholesale industry client exposure
Any Microsoft certifications (e.g. MS-900, MD-102) are a bonus

COMPENSATION & BENEFITS

Salary: ?60,000 – ?70,000/month depending on experience, paid twice monthly
Hours: 37.5 hours per week. Shifts are scheduled between 7:00 AM – 7:00 PM Sydney (AEDT/AEST) time
Public Holidays: Australian public holidays observed and paid from day one

The following benefits apply after successful completion of the 3-month probationary period:

Annual Leave: 4 weeks fully paid leave per calendar year

3 weeks during the Christmas/New Year shutdown (aligned to Australian holidays)
5 days at your discretion with prior approval


HMO Allowance: Provided annually — you arrange your own HMO policy

REQUIREMENTS

Stable, high-speed internet with low latency
Quiet, professional workspace for client calls
Available during Australian business hours
Able to pass a practical technical assessment during the hiring process

TO APPLY, PLEASE INCLUDE:

A brief intro message or cover letter
A short video (60–90 seconds) introducing yourself, telling us about your customer service or IT support experience, and why you'd be a good fit for this role. Phone camera is OK, just make sure we can clearly hear you
Your available working hours
Confirmation you're comfortable completing a timed technical assessment