IT Help Desk Level 1

COMPANY

Kaesim are 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 >

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:

1. Remote IT support for our client\'s end-users (ie; servicing support tickets): 90% of your week.

2. 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.

• 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.

Other skills desired:

• 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).

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).

• Monday to Friday, 10am - 7pm AEDT (Melbourne, Australia) including 1 hour of breaks (lunch, morning/afternoon).

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: 30th September 2025 or earlier.

• ₱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.