IT Support / Service Desk Specialist
Job Description
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We are seeking an IT Support / Service Desk Specialist to provide first- and second-level technical support to employees across office, client-site, and remote environments. The role will troubleshoot hardware, Microsoft 365, connectivity, user access, and endpoint issues while managing IT tickets, assets, and account administration. The position will also support technology rollouts, security processes, documentation, and continuous service improvement.
Key Responsibilities
- Provide Level 1 and Level 2 IT support via phone, email, chat, remote-support tools, and IT service portals.
- Troubleshoot Windows, Microsoft 365, business applications, laptops, desktops, mobile devices, printers, and peripherals.
- Diagnose common Wi-Fi, VPN, LAN, and remote-access connectivity issues and escalate complex incidents when required.
- Administer Active Directory, Microsoft Entra ID, Microsoft 365 accounts, passwords, Multi-Factor Authentication (MFA), and user access following approved processes.
- Manage IT service tickets, including logging, prioritizing, troubleshooting, resolution, documentation, and closure within agreed service targets.
- Configure, deploy, track, repair, replace, and recover IT equipment and assets, maintaining accurate inventory records.
- Support software deployments, technology projects, cybersecurity processes, audits, knowledge-base documentation, and recurring issue resolution.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Networking, or a related field.
- 1–2 years of experience in IT support, service desk, helpdesk, or desktop support.
- Hands-on experience troubleshooting hardware, software, user access, Windows, Microsoft 365, and network connectivity issues.
- Experience administering users and access through Active Directory and/or Microsoft Entra ID.
- Experience using IT service management/helpdesk ticketing systems, including incident prioritization, escalation, and SLA management.
- Experience configuring, deploying, and supporting laptops, desktops, mobile devices, and peripherals.
- Strong technical troubleshooting, communication, customer service, documentation, and multitasking skills; experience with Intune, Teams, SharePoint, VPN/Wi-Fi, IT asset management, or ITIL is advantageous.
Benefits
We offer more than just a job — we offer a supportive and rewarding career experience.
- Work from home
- Monday to Friday 9:00 AM to 6:00 PM AEST/AEDT (adjustments will be made for daylight saving time)
- Health Maintenance Organization (HMO) with 2 free dependents and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programs for career development
- Engaging company outings, team activities, and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
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Twoconnect
View Company ProfileTwoconnect is a premier Australian-owned managed offshore staffing and outsourcing provider dedicated to helping businesses in Australia and New Zealand scale efficiently by connecting them with highly skilled remote professionals in the Philippines. Moving beyond traditional, hands-off Business Process Outsourcing (BPO) models, Twoconnect operates as a comprehensive managed service partner. Under the hood, the company handles the entire offshore lifecycle—from a rigorous 12-step talent sourcing and recruitment process to comprehensive IT setup, customized 8-week onboarding, and ongoing HR and performance management. Their primary target audience spans a wide range of industries, including accounting, IT, construction, healthcare, and digital marketing, catering to SMEs and growing enterprises looking to reduce operational costs by up to 70% without sacrificing quality. What sets Twoconnect apart in the crowded remote staffing market is its heavy emphasis on cultural integration and employee development; rather than simply filling seats, they actively invest in the long-term training, data security compliance, and career growth of their offshore talent, ensuring these remote workers function as a seamless, high-performing extension of their clients' in-house teams.
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