Helpdesk Agent — Full-Time | Remote

ABOUT THE ROLE
We are seeking a sharp, reliable Helpdesk Agent to join our remote MSP support team as our first line of triage. This role is the front door of our service desk — your job is to answer the phone, log tickets, gather the right information, resolve what you can, and get everything else into the hands of the right engineer fast. You don't need years of IT experience. You need to be organised, calm under pressure, a clear communicator, and genuinely interested in IT. We'll train you on our tools and processes. You'll work in a structured, ticket-driven environment with clear SOPs and senior engineers to escalate to.
WHAT YOU'LL BE DOING

Triage & Ticket Intake (60%)


Answer inbound client calls, emails, and ticket submissions as the first point of contact
Log every request in HaloPSA with clear, complete information — who, what, when, impact, urgency
Ask the right diagnostic questions to capture what an engineer needs to resolve the issue
Categorise, prioritise, and route tickets to the correct engineer or queue
Set client expectations on response and resolution times
Keep clients updated on ticket progress and chase internal owners when tickets stall


Basic Issue Resolution (20%)


Resolve simple, well-documented issues within your scope — password resets, account unlocks, licence assignment, basic M365 questions, MFA resets, printer issues
Follow runbooks and SOPs step-by-step
Escalate anything outside your scope quickly rather than getting stuck


Ticket Hygiene & Documentation (10%)


Keep tickets clean — accurate time entries, clear notes, correct status
Flag tickets that have been sitting too long or are missing information
Help maintain the knowledge base by documenting common questions and fixes


Monitoring & Alert Triage (10%)


Watch incoming monitoring alerts from our RMM and security tools
Action what's documented; escalate the rest
Spot patterns — repeated alerts, unusual activity — and flag to senior staff

WHAT WE'RE LOOKING FOR

6+ months in a customer service, call centre, helpdesk, or IT support role (any environment)
Basic working knowledge of:

Microsoft 365 (Outlook, Teams, OneDrive — from a user perspective is fine)
Windows 10/11 desktop basics
General understanding of how the internet, email, and computers work


Excellent written English and near-native spoken English — you'll be on the phone with Australian clients daily
Calm, friendly, and professional phone manner
Highly organised — you don't lose tickets, miss callbacks, or forget to update notes
Genuinely curious about IT and keen to learn
Comfortable following process and asking for help when unsure

HIGHLY VALUED (NOT REQUIRED)

Any exposure to a ticketing system (HaloPSA, ConnectWise, Zendesk, Freshdesk, etc.)
IT-related study, certifications (MS-900, CompTIA A+, ITIL Foundation, etc.), or self-taught lab experience
Previous MSP or IT services environment
Manufacturing or wholesale industry client exposure

COMPENSATION & BENEFITS

Salary: ?40,000 – ?60,000/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 basic aptitude and communication assessment during the hiring process

TO APPLY, PLEASE INCLUDE:

A brief intro message — tell us why you want to get into IT support
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 short assessment