Support Engineer (Level 1)

TL;DR

Junior Support Engineer: Providing first-line technical support across various customer environments with an accent on issue resolution, ticket management, and customer communication. Focus on troubleshooting Microsoft-based systems, basic networking, and remote access technologies to ensure smooth IT operations for Australian organizations.

Location: Permanent work from home, based in Australia (working 9:00 am – 6:00 pm AEST)

Company

hirify.global is a managed services and technology support business delivering reliable, responsive IT support to Australian organisations.

What you will do

• Provide first-level technical support to end users via phone, remote access, and occasionally onsite.
• Log, update, and manage support tickets, resolving common IT issues quickly and efficiently to meet SLA targets.
• Keep customers informed on progress, delays, and resolution timelines.
• Support Microsoft-based desktop and application environments and provide basic network troubleshooting.
• Monitor alerts from remote monitoring and management tools and respond appropriately.
• Maintain accurate documentation and update knowledge base articles.

Requirements

• Previous helpdesk or IT support experience.
• Ability to troubleshoot and resolve basic computer-based issues.
• Strong understanding of Windows desktop operating systems and basic networking concepts.
• Strong customer service mindset and professional communication skills.
• Relevant degree, diploma, certifications, or equivalent industry experience.
• Must be engaged as an Independent Contractor and have your own computer and internet connection.

Nice to have

• Exposure to technologies such as Microsoft Server, VMware, Hyper-V, or Citrix.

Culture & Benefits

• Permanent work from home arrangement.
• Flexible work schedule (can work 5 hours either side of 9am to 6pm AEST).
• Opportunity for immediate hiring and a steady freelance job.
• Focus on service quality, clear communication, and accountability.
• Participation in training and development activities.