Level 1 Helpdesk Engineer

Set-up and Location: Remote | On-call
Work Schedule: Mon-Fri, 8 AM - 5 PM AEST | 6 AM - 3 PM PHT 
Employment Type: Full-time 

We are looking for a dedicated L1 Helpdesk Engineer to join our support team, focusing exclusively on one of our key clients in the retail industry. In this role, you’ll deliver responsive, high-quality technical support to end users by resolving hardware, software, and networking issues in a timely and professional manner.

This position is ideal for someone with strong troubleshooting abilities, a proactive mindset, and a passion for excellent customer service.

Key Responsibilities:

• Provide first-level support to users via phone, email, or chat, ensuring timely and professional resolution of issues.
  
• Diagnose and troubleshoot issues related to desktops, applications, POS systems, and network connectivity.
  
• Guide users on how to use specific hardware or software applications related to retail operations.
  
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
  
• Escalate unresolved or complex technical problems to senior engineers as appropriate.
  
• Collaborate with internal IT teams and the client's teams to ensure seamless support delivery.
  
• Continuously update your knowledge of client-specific systems, tools, and retail workflows.
  
• Analyze trends in support requests to recommend areas for system/process improvements.
  

Requirements

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (preferred but not required).
  
• Minimum 3 years of experience in a helpdesk, IT support, or service desk role.
  
• Strong proficiency in tools such as ServiceNow, Zendesk, or similar ticketing systems.
  
• Excellent communication and interpersonal skills.
  
• Hands-on experience resolving hardware/software issues in a retail or multi-branch setting is a plus.
  
• Strong analytical and multitasking abilities.
  
• Familiarity with ITSM practices and frameworks like ITIL is considered an asset.
  
• Ability to work independently in a fully remote environment while staying connected with the team.
  

Benefits

Why You’ll Love Working Here

HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Let’s Talk

If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.

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