IT Help Desk Level 1

COMPANY Kaesim is a global team of cybersecurity experts protecting small businesses since 2015 and currently monitor over 800+ clients and assets 24/7. We keep businesses safe around the globe from Australia, UK, Europe, and New Zealand. More about us here > More about the owner you'll be working with here > ROLE & RESPONSIBILITIES We are seeking an experienced tech support specialist (Level 1) working from home to provide remote IT support to our clients and their end-users during Australian business hours. Our clients are typically small to medium sized businesses with teams of 5‑10 end‑users (employees) who you'll support daily via our ticketing system. Most are Australian based businesses in the financial services industry with their end‑users working from laptops connected to various cloud services. You will be the first point of contact for all incoming support requests (tickets) which arrive through email (95%) and phone calls (5%). You will be backed and supported by our level 2/3 support team on any issues that need escalating. You will be working closely with the Operations Manager each day in a role that comprises two parts: Remote IT support for our client's end‑users (ie; servicing support tickets): 90% of your week. Onboarding new end‑users (and offboarding exiting users): 10% of your week. Onboarding new end‑users via remote support sessions to complete the following tasks: Antivirus software installing and removal. Installing and configuring Office apps: Outlook, OneDrive, SharePoint, Teams. Creating user accounts in Microsoft 365 & Google Workspace tenants. Enrolling users in MFA. REQUIREMENTS & SKILLS Minimum 2 years full time BPO experience. Minimum 2 years full time IT desktop support / service desk / helpdesk experience. Experience providing remote tech support to business end‑users. Experience working remotely from home and managing work/life balance. Experience troubleshooting end‑user hardware issues: laptops, monitors, printers, wifi connections, etc. Experience in supporting and on/offboarding business end‑users in the following software applications: Microsoft 365 including Outlook, OneDrive, SharePoint and Teams. Google Workspace including Google Drive. Windows 10‑11. Adobe Acrobat. Google Chrome and Microsoft Edge. Great customer service skills when providing end‑user support. Excellent written and verbal English communication skills. Strong attention to detail, highly organized and high levels of accuracy in your work. Customer centric mindset putting the client and users at the heart of your work. Not required but an advantage Microsoft 365 administrator experience. Google Workspace administrator experience. MacOS experience. ManageEngine EndPoint Central experience. Zoho One experience (Zoho Desk for tickets, etc). WFH REQUIREMENTS You must be Work From Home / WFH‑Capable as detailed below: Company owner laptop and all peripherals will be supplied (monitors, webcam, keyboard, mouse, etc). 40 Mbps minimum internet speed. An ideal work space set‑up for optimized work productivity that is quiet when on calls with clients (around 5% of your week). WORK HOURS Monday to Friday, 10am - 7pm AEDT (Melbourne, Australia) including 1 hour of breaks (lunch, morning/afternoon). BENEFITS & OFFER Benefits Permanent work from home position: no commute ever. HMO (Healthcare) provided after 6 month probation period. Learn about complex technologies and advanced cybersecurity with guidance from our senior team. Offer Proposed start date: 5th January 2026. ₱28,000 to ₱32,000 PHP per month depending on experience and skills. Standard vacation & sick leave: 10VL + 10SL. Note: Holiday leave follows the Australian public holiday calendar and our annual business closure periods. #J-18808-Ljbffr