Experienced Tech Support Staff - Desktop Support/Office365/AWS/Azure/WordPress (PART TIME)

This job is a customer-facing tech support role. You will need to have had experience performing remote access technical support to end-users to be considered for this role.

This is a TECHNICAL and CUSTOMER-FACING job - please do not apply if you do not have experience with BOTH of these

Before you apply please read through all of the sections below carefully.

A. Shift Setup (Part Time)

We are looking for an additional person across different shifts (times listed below):

Evening: 4pm to 12pm (AEDT) (Prefer Jnr/Mid Level Engineers in this shift)

The shifts operate 7 days a week and you are required to be available for ALL 7 days. Weekends are on-call, meaning you don't need to be at a desk to do your work but you must be available in the designated shift block to answer calls and deal with high-priority tickets and respond to alerts.

What does Part Time mean? It is expected that 4 hours' work is completed on any weekday shift - shift reports are completed at the end of each shift.

You must demonstrate that you have completed 4 hours work on every shift during the week. You must be available to take calls and answer tickets across the whole 8 hours shift block.

All our systems come with mobile apps so doing this whilst you're on the go (but still in a quiet area when taking a call) should be ok.

The arrangements above mean you could have a second contract running at the same time but it's recommended that the other contract isn't one that requires you to take calls.

B. Pay Scale

Junior Engineer (This means you have had experience in some of the required technologies): AUD$500 per fortnight

Mid-Level Engineer (This means you have had experience in most of the required technologies): AUD$600 per fortnight

Senior-Engineer (This means you have had a solid working experience will all of the required technologies): AUD$700 per fortnight

I am open to negotiation with suitable candidates. If you like the setup and the work we're offering, put in a bid and let's have a chat.

C. Technical Skills Required

• WHMCS: You must have working experience inside this tool as we use it to manage our clients and billing
• Halo

PSA:

We use Support, Help Center, Live Chat, Talk. You need working experience with all of these.

Office365:

We use this ourselves and we provide support to clients who use this. This means you have had experience managing as well as using an Office365 environment. The main apps you need to know about are Outlook (mail), Office Desktop Apps, Teams, SharePoint, OneDrive

• AWS: All of our own and our client infrastructure will operate in AWS and you will need to have had experience with deploying and managing AWS Ec2, S3 and Route53 services in AWS.

Cove Backup:

We utilise this for our own backups as well and backups for clients and from Office365.

Trend Micro:

We utilise the server and desktop variety of Trend products for our clients.

Plesk Onyx: We utilise this for our Shared Hosting platform and it's required that you have a working understanding of Plesk technologies.

WordPress:

We build and manage WordPress websites for clients. This includes ongoing updates, security patching and performance improvement. We don't need you to be a coder but you must understand how to manage and make changes to a WordPress site.

TeamViewer:

We use Teamviewer for ALL remote support and you must know how to use it

Windows Servers:

For some clients and some other services we utilise Windows Servers.

Linux Servers: We use these for our Shared Hosting services and would required you to know how to manage and support them.

• N-Able N-Sight

RMM:

This tool is used for all remote machine management and remote software deployment. This is also integrated with Apple Business Manager for MacOS and iOS MDM.

JAMF and Intune:

Used for Mac and Windows MDM respectively. You must have a working knowledge and solid working experience with both.

D. Candidate Requirements (All of these must be met)

• You must be fluent in spoken English in order to be able to hold a conversation, to be able to understand the very basics of customer service are an absolutely MUST HAVE for you to get this job. I will be asking to speak with you and anyone you intend to use to test you out.
• You must be a faster learner and able to get into this job quickly.
• You need to have a fast and reliable internet connection and reliable power at your location.
• You must be an independent freelancer - we will NOT work with agencies
• National police checks are required for this position and any candidate offered a role will need to complete a national police check through our nominated provider.

Thanks, and I look forward to seeing some strong and enthusiastic applicants

Contract duration of more than 6 months.

Mandatory skills:

Web Design, Customer Service, WordPress, Managed Services, Customer Support, Technical Support, Helpdesk, Amazon Web Services, New Relic, Linux System Administration, WHMCS Development, Amazon EC2, Microsoft Azure, Plesk, Web Hosting, Communication Etiquette, Ticketing System, Troubleshooting, System Configuration, Hardware Troubleshooting, Email Communication, Incident Management, Email Support, English, US English Dialect, Tech & IT, Business Services, Computing & Networking, Incident Management, HubSpot, Email Support, End User Technical Support, Business with 10-99 Employees, Troubleshooting, Phone Support, Online Chat Support, Business with Employees