IT Systems Support for an IT Managed Service Provider in Australia (Home Based Full Time)

The company is an IT managed service provider committed to adding value to its clients. It strives to deliver exceptional customer service and has been developing systems and processes to revolutionize how support is provided to businesses. The team operates entirely remotely, fostering a culture of autonomy and allowing members to manage their own time. The company prioritizes continuous improvement and learning to enhance individual growth, expand overall skill sets, and advance careers.

Job Description

Backend Support & Ticket Management:

• Handle escalated service desk tickets that require in-depth troubleshooting or backend configuration.
• Investigate and resolve system issues that impact internal teams and business operations.
• Provide technical guidance to the front-line service desk team, ensuring efficient issue resolution.
• Document fixes and processes to improve knowledge-sharing across the IT team.

Vendor & Third-Party Liaison

• Work with external vendors and service providers for advanced troubleshooting, escalations, and system support.
• Coordinate with third parties for maintenance, updates, and integrations of IT systems.
• Track and follow up on vendor-related support tickets to ensure timely resolution.

System Rollouts & IT Projects

• Assist in the deployment of new IT systems, tools, and software across the organization.
• Participate in system changes, upgrades, and migrations, ensuring minimal disruption to operations.
• Test and validate new system implementations and configurations before deployment.
• Provide backend technical support for system transitions and company-wide IT initiatives.

Technical Assistance & Documentation

• Act as a technical assistant to the service desk, providing deeper troubleshooting insights and backend system changes.
• Maintain IT documentation, including system configurations, troubleshooting steps, and vendor contacts.
• Assist in monitoring and maintaining IT infrastructure, ensuring optimal performance and security compliance.

Must Haves

• Experience in IT support, service desk operations, or backend IT administration.
• Strong knowledge of Windows/MacOS environments, Active Directory, Microsoft 365, and other enterprise IT systems.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Basic understanding of networking principles, system administration, and cloud services.
• Ability to troubleshoot complex IT issues and coordinate with multiple teams for resolution.
• Strong documentation skills and attention to detail.
• Excellent communication skills for liaising with internal teams and external vendors.

Nice to Haves

• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified (M365, Azure), or equivalent.
• Experience with system rollouts, migrations, or IT project implementation.
• Prior experience in an MSP (Managed Services Provider) or enterprise IT environment.

Home Office Requirements

Please only apply for this role if you have the following home office requirements:

• Perfectly working headset and webcam
• Stable internet connection of at least 5 Mbps to 15 Mbps
• Up to date computer system with a minimum of Windows 8 or Mac OS X
• Quiet room with no distractions or background noises
• A backup plan if the power goes out or if your internet connection becomes unstable during your shift Only applicants meeting the strict criteria above will be contacted.

Connect With Us

https://virtualcoworker.com.ph https://virtualcoworker.com/our-culture https://www.facebook.com/virtualcoworker https://www.linkedin.com/company/virtual-coworker

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