IT Support Engineer

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:
• Windows operating system troubleshooting
• User profile and login issues
• Application installation and troubleshooting
• Software updates and patching
• Hardware and peripheral troubleshooting
• 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 across Microsoft 365 environments, including moves, adds and changes, such as:

• User account creation, modification and removal
• Exchange Online and mailbox administration
• Shared mailboxes
• Distribution lists and Microsoft 365 Groups
• Licensing changes
• Password resets
• Multi-factor authentication
• Microsoft Teams
• OneDrive
• SharePoint
• General Microsoft 365 troubleshooting

Microsoft Azure / Entra ID

Provide support and administration for Microsoft Azure and Microsoft Entra ID , including moves, adds and changes, such as:

• User account administration
• Group and membership administration
• Password and authentication issues
• Multi-factor authentication
• SharePoint administration
• Device registration and management
• Basic Azure resource and access administration
• Troubleshooting identity and access issues

Ticket & SLA Management

• Manage customer support requests using the Autotask PSA ticketing system.
• Create, update and maintain accurate ticket records.
• Correctly categorise and prioritise support requests.
• Ensure all tickets are acknowledged and progressed within agreed SLA timeframes.
• Maintain clear and detailed technical notes within each ticket.
• Keep customers informed throughout the lifecycle of their support request.
• Escalate tickets appropriately when additional technical expertise is required.
• Proactively manage assigned ticket queues and ensure outstanding requests are followed through to completion.

Project Work

In addition to day-to-day support responsibilities, the IT Support Engineer will undertake project work assigned by the Director of IT.

Project activities may include:

• New customer IT deployments and onboarding
• Workstation deployments and migrations
• Microsoft 365 migrations and configuration
• Azure and Entra ID projects
• Network and firewall deployments
• Software rollouts
• Customer office moves
• IT infrastructure upgrades
• Documentation and standardisation activities
• Other IT projects as required

Some project activities may need to be performed outside standard operating hours to minimise disruption to customer environments.

Required Skills and Qualifications:

Essential

The successful candidate should have:

• Previous experience in an IT Helpdesk, Service Desk, Managed Service Provider (MSP) or IT Support Engineer role.
• Strong knowledge of Microsoft Windows desktop operating systems.
• Practical troubleshooting experience across workstations, applications, networks and peripherals.
• Experience administering and supporting Microsoft 365 .
• Experience with Microsoft Azure and/or Microsoft Entra ID .
• A good understanding of networking fundamentals, including TCP/IP , DNS , DHCP , VPNs and Wi-Fi.
• Experience troubleshooting printers and other common business peripherals.
• An understanding of firewalls and network security fundamentals.
• Experience working with a ticketing or PSA system.
• Strong written and verbal English communication skills.
• Confidence communicating with customers over the telephone.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple support requests and prioritise work according to urgency and SLA requirements.
• Strong attention to detail, particularly when documenting technical work.

Highly Regarded

Experience with any of the following will be advantageous:

• Autotask PSA
• Managed Service Provider (MSP) environments
• Apple macOS support
• Microsoft Intune
• Microsoft Defender
• Microsoft Azure
• Microsoft Entra ID
• SharePoint Online
• Microsoft Teams administration
• Remote Monitoring and Management (RMM) platforms
• Firewall administration
• Endpoint security platforms
• Backup and disaster recovery solutions
• IT infrastructure deployment projects

Personal Attributes

We are looking for someone who:

• Has a strong customer-service mindset.
• Takes ownership of problems and follows them through to resolution.
• Is confident and professional when communicating with customers.
• Is organised and able to manage competing priorities.
• Can work effectively and independently in a remote environment.
• Knows when to troubleshoot independently and when to escalate.
• Is proactive rather than waiting for issues to be assigned.
• Has strong attention to detail.
• Is dependable and accountable.
• Enjoys learning new technologies and developing their technical skills.
• Works effectively as part of a geographically distributed team.

Working Hours

The standard working hours for this position are:

8:30am to 5:30pm Sydney time (AEST/AEDT), Monday to Friday.

As the role supports Australian customers, the successful candidate must be comfortable working according to Sydney operating hours rather than standard Philippine business hours.

There may be occasions where working hours differ from the standard schedule, including:

• Australian public holidays
• Customer IT deployments
• Planned maintenance
• Project implementation activities
• Other ad hoc customer or operational requirements

Where practical, these requirements will be communicated in advance.

Tools & Equipment

The successful candidate will be provided with the necessary tools of trade to perform the role, including:

• Company-provided laptop
• Required security software
• Productivity and collaboration applications
• Remote support and management tools
• Access to Autotask and other relevant IT management platforms
• Access to customer systems as required for the performance of their duties

All company and customer systems must be accessed and used in accordance with company security policies and procedures.

What Success Looks Like

Success in this role means:

• Customers receive responsive, professional and technically competent support.
• Inbound calls are answered professionally and issues are progressed efficiently.
• Tickets are consistently acknowledged and managed within SLA.
• Technical issues are resolved correctly rather than simply closed quickly.
• Ticket documentation is accurate and complete.
• Customers are kept informed of progress.
• Recurring issues are identified and raised with the wider IT team.
• Project tasks are delivered accurately and within agreed timeframes.
• Customer and company security requirements are followed at all times.
• The Director of IT can rely on the successful candidate to take ownership of assigned work and see it through to completion.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Be available for meetings and collaboration during core [AEST or PHT] business hours
• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)