IT Support Engineer (Level 2) (001- 1245)
Looking for Filipino (Philippines-based) candidates
Job Role: IT Support Engineer
Compensation range: $2000 - $2,200 AUD / Monthly
Engagement type: Independent Contractor Agreement
Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.
Who We Are: At Hunt St , we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency.
Who The Client Is: An Australian-based IT and cybersecurity services company that helps businesses manage, secure and optimise their technology infrastructure. The company provides a combination of managed IT support, cloud services, cybersecurity, IT consulting and technical advisory solutions, supporting organisations that need reliable technology without having to manage everything internally. With a strong focus on security, service quality and proactive support, the business operates in a technically driven environment where customer service, problem-solving, accountability and continuous improvement are highly valued.
Role Overview: We are seeking a capable, customer-focused IT Support Engineer based in the Philippines to join our IT team and provide remote technical support to our Australian customers.
This is a hands-on technical role covering day-to-day IT support, incident resolution, service requests and project work. You will be a key point of contact for customers requiring technical assistance and will be responsible for ensuring requests are handled professionally, efficiently and within agreed Service Level Agreement (SLA) timeframes.
The successful candidate will be comfortable communicating directly with customers by phone and remotely troubleshooting a broad range of IT issues. You will also assist with IT projects and deployments under the direction of the Director of IT.
Key Responsibilities:
Customer & Technical Support
• Act as a frontline point of contact for customers requiring IT assistance, including answering
inbound support calls.
• Provide professional, responsive and customer-focused technical support.
• Diagnose, troubleshoot and resolve a broad range of technical issues remotely.
• Communicate clearly with customers regarding the status and resolution of their requests.
• Escalate complex or high-priority issues appropriately while maintaining ownership of the
customer experience.
• Maintain accurate documentation of troubleshooting activities, resolutions and customer
communications.
Workstation Support
• Provide support for Microsoft Windows workstations, including:
o Windows operating system troubleshooting
o User profile and login issues
o Application installation and troubleshooting
o Software updates and patching
o Hardware and peripheral troubleshooting
o Performance issues
• Experience supporting Apple macOS workstations is highly regarded.
Network & Connectivity Support
Diagnose and resolve connectivity and networking issues, including:
• Internet connectivity
• Wired and wireless networking
• VPN connectivity
• DNS and DHCP-related issues
• Local network connectivity
• Remote access issues
• Basic network troubleshooting and diagnostics
Printers & Peripherals
Provide support for:
• Local and network printers
• Print queues and print servers
• Scanner and multifunction devices
• Drivers and connectivity
• General workstation peripherals
Firewall & Network Security Support
Assist with the troubleshooting and administration of customer firewall environments, including:
• Connectivity troubleshooting
• Firewall rule changes
• VPN troubleshooting
• Network access issues
• Escalation of more complex security or network issues where required
Microsoft 365
Provide administration and support