Full job description

Job Title: IT Support Engineer (End User Computing Support – Level 1)

Employment Type: Full-time B2B Contract (Freelance)

Locations:

• Brisbane, Australia – 1 resource
• Toowoomba, Australia – 1 resource

Language Requirement: English – C1 level (proficient)

About the Role

We are seeking experienced End User Computing Support Level 1 professionals to provide first-line technical support to end users. This is a full-time B2B freelance contract. The successful candidates will be responsible for resolving hardware, software, and basic network issues, ensuring smooth day-to-day IT operations for end users.

Key Responsibilities

• Provide Level 1 end-user computing support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to desktops, laptops, printers, peripherals, and standard software applications.
• Perform basic hardware diagnostics, software installations, configurations, and user account management.
• Escalate complex issues to Level 2/3 support or relevant teams in a timely manner.
• Maintain accurate incident and request tickets in the IT service management system.
• Follow ITIL-aligned processes for incident, request, and knowledge management.
• Assist with user onboarding/offboarding activities (account setup, device preparation, etc.).
• Provide clear, professional communication and excellent customer service to end users.
• Document solutions and contribute to the knowledge base.
• Ensure compliance with company IT policies and security standards.

Required Skills & Experience

• Minimum 3+ years of hands-on experience in End User Computing / Desktop Support / Service Desk (Level 1).
• Strong troubleshooting skills for Windows operating systems (Windows 10/11), Microsoft Office 365, and common business applications.
• Experience with Active Directory, basic networking (TCP/IP, DNS, DHCP), printers, and mobile devices.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
• Excellent verbal and written communication skills in English (C1 level).
• Customer-focused attitude with the ability to explain technical issues clearly to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.

Mandatory Requirements (B2B Contract)

• This is a freelance B2B contract. The candidate must hold their own valid visa and full-time work permit for Australia.
• The contract does not sponsor or provide any visa or work permit.
• Candidates must be legally authorised to work full-time in Australia on a B2B basis.

Preferred Qualifications

• ITIL Foundation certification (or equivalent).
• Experience supporting enterprise environments.
• Knowledge of remote support tools and basic scripting (PowerShell is a plus).

Note:

Positions are available in both Brisbane and Toowoomba. Please clearly indicate your preferred location when applying.

Interested candidates who meet the experience, language, and visa/work permit requirements are invited to apply.

Pay: $4,500.00 per month

Work Location: In person