Job Title: IT Support Engineer (End User Computing Support – Level 1)
Employment Type: Full-time B2B Contract (Freelance)
Locations:
- Brisbane, Australia – 1 resource
- Toowoomba, Australia – 1 resource
Language Requirement: English – C1 level (proficient)
About the Role
We are seeking experienced End User Computing Support Level 1 professionals to provide first-line technical support to end users. This is a full-time B2B freelance contract. The successful candidates will be responsible for resolving hardware, software, and basic network issues, ensuring smooth day-to-day IT operations for end users.
Key Responsibilities
- Provide Level 1 end-user computing support via phone, email, chat, or in-person.
- Troubleshoot and resolve issues related to desktops, laptops, printers, peripherals, and standard software applications.
- Perform basic hardware diagnostics, software installations, configurations, and user account management.
- Escalate complex issues to Level 2/3 support or relevant teams in a timely manner.
- Maintain accurate incident and request tickets in the IT service management system.
- Follow ITIL-aligned processes for incident, request, and knowledge management.
- Assist with user onboarding/offboarding activities (account setup, device preparation, etc.).
- Provide clear, professional communication and excellent customer service to end users.
- Document solutions and contribute to the knowledge base.
- Ensure compliance with company IT policies and security standards.
Required Skills & Experience
- Minimum 3+ years of hands-on experience in End User Computing / Desktop Support / Service Desk (Level 1).
- Strong troubleshooting skills for Windows operating systems (Windows 10/11), Microsoft Office 365, and common business applications.
- Experience with Active Directory, basic networking (TCP/IP, DNS, DHCP), printers, and mobile devices.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
- Excellent verbal and written communication skills in English (C1 level).
- Customer-focused attitude with the ability to explain technical issues clearly to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
Mandatory Requirements (B2B Contract)
- This is a freelance B2B contract. The candidate must hold their own valid visa and full-time work permit for Australia.
- The contract does not sponsor or provide any visa or work permit.
- Candidates must be legally authorised to work full-time in Australia on a B2B basis.
Preferred Qualifications
- ITIL Foundation certification (or equivalent).
- Experience supporting enterprise environments.
- Knowledge of remote support tools and basic scripting (PowerShell is a plus).
Note:
Positions are available in both Brisbane and Toowoomba. Please clearly indicate your preferred location when applying.
Interested candidates who meet the experience, language, and visa/work permit requirements are invited to apply.
Pay: $4,500.00 per month
Work Location: In person
