IT Technician

Job description:

About the Role

We're looking for a proactive and customer-focused IT Support Technician to join our Technology & Operations team. As the first point of contact for IT support, you'll provide remote technical assistance to employees across the business, ensuring devices, user accounts, and business applications run smoothly.

This role is ideal for someone who enjoys troubleshooting technical issues, supporting end users, and working independently in a modern SaaS-driven environment.

Working Hours

• Australian Eastern Standard Time (AEST) Business Hours

Key Responsibilities

• Provide Level 1 and Level 2 IT support via Jira Service Management, escalating issues when required

• Troubleshoot macOS and Windows hardware, software, network, and user account issues remotely

• Set up and configure laptops and devices for new employees using JAMF Pro and Microsoft Intune

• Create, update, disable, and manage user accounts in Google Workspace

• Support employee onboarding and offboarding by provisioning and removing system access

• Maintain accurate IT asset and device inventory records

• Install, configure, and troubleshoot business software and applications

• Assist with user access management across business platforms including Slack, LastPass, and Employment Hero

• Perform routine device updates and patch management using JAMF Pro and Microsoft Intune

• Support IT security awareness initiatives, including phishing training campaigns

• Create and maintain IT documentation, knowledge base articles, and user guides

• Coordinate IT equipment procurement, shipping, and inventory updates

• Record support requests, resolutions, and system changes accurately within Jira

• Escalate complex technical issues with clear documentation and diagnostics

• Ensure new starters have working devices and system access on their first day

• Follow IT security policies and report any security concerns promptly

• Assist with ad hoc IT projects and continuous improvement initiatives

Essential Skills

• Strong knowledge of macOS and Windows operating systems

• Experience providing Level 1 and Level 2 technical support

• Basic Google Workspace administration

• Experience using helpdesk or ticketing systems (Jira, Freshdesk, Zendesk, or similar)

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)

• Excellent troubleshooting and problem-solving skills

• Strong written and verbal English communication

• Ability to follow documentation, SOPs, and technical runbooks

• Strong attention to detail and organizational skills

• Ability to work independently in a remote environment

• Customer-focused with excellent interpersonal skills

• Basic understanding of cybersecurity best practices including MFA, phishing awareness, and password security

• Reliable, proactive, and eager to learn new technologies

Nice to Have

• Experience with JAMF Pro and/or Microsoft Intune

• Familiarity with SaaS administration tools

• Exposure to cybersecurity awareness programs

• Basic scripting knowledge (PowerShell, Python, or Bash)

• Experience supporting Australian or international remote teams

• Familiarity with AI productivity tools such as Google Gemini or Claude

Experience Required

• 1–2 years of experience in IT Helpdesk, Desktop Support, or IT Support

• Experience troubleshooting macOS and Windows environments

• Experience using IT ticketing or service management systems

• Experience providing remote technical support via chat, email, or screen sharing

QualificationsRequired

• Certificate or Diploma in Information Technology, Networking, or a related field, or equivalent practical experience

Preferred

• JAMF 100 Certification

• Microsoft 365 Fundamentals (MS-900)

• Google Workspace Administrator Certification

• Other entry-level IT certifications are highly regarded

Tools You'll Use

• Jira Service Management

• JAMF Pro

• Microsoft Intune

• Google Workspace

• Slack

• LastPass

• Employment Hero

• Freshdesk

• Zendesk

• Phriendly Phishing

• Google Gemini

• Claude (Anthropic)

• PowerShell

• Python

• Bash

What We're Looking For

• Reliable and dependable

• Customer-focused and responsive

• Strong attention to detail

• Security-conscious

• Self-motivated and able to work independently

• Positive attitude with a willingness to learn and grow

• Comfortable working remotely during Australian business hours

Technical Requirements:

• Equipment is self-provided

  Computer:

• RAM: 8GB

• CPU/Processor: Intel Core i5 or AMD Ryzen 5 (12th generation or newest)

• HDD/SDD: 512 GB

• Operating System: Windows 11 Home or Pro

  Accessories:

• Power Backup: Powestation, Powerbank, UPS, etc.

• Extra Display: Secondary/External Monitor

• Audio & Video: Noise-Cancelling Headset + Web Cam

  Internet:

• Internet Speed: 40-50 Mbps minimum badnwidth speed for both Download and Uploads.

Contractor Perks & Rewards:

• 20 Paid Time Off

• Referral Bonus – 70 AUD per successful referral to the Wingman platform (paid at 1st month mark with a client contract).

• Annual Trip – connect with the broader Wingman community in person.

• Dedicated Support Contact (CSM) – someone to help you succeed and stay connected.

• Access to a Network – collaborate with fellow contractors and onshore specialists.

• Opportunities to Upskill – optional sessions, peer learning, and developmental pathways.

• More Work, More Opportunity – potential for additional contracts, Statements of Work, or expanded workloads.

• High-Impact Projects – work alongside top-tier Australian partners on meaningful assignments.

• Flexibility First – deliver your work in your way, with full autonomy on how you achieve outcomes.

• Advisory Support – HR, Tax, and setup guidance available to make contracting seamless.

• 100% Work-From-Home Contracts – all engagements designed for remote delivery.

Pre-engagement requirements for Independent Contractors:

• BIR as you are a contractor (Required to submit any contributions required by the government.)

• NBI or Police Clearance

• Any Government-issued ID

Benefits:

• Company events

• Opportunities for promotion

• Promotion to permanent employee

• Work from home