job description
Join ConnectOS as a Level 1 Service Desk Analyst and become a key player in delivering exceptional IT support to our Australian MSP clients. This fully remote role offers the flexibility to work from the comfort of your home in Bali while providing top-tier technical assistance across diverse IT environments.
As part of our dynamic team, you’ll troubleshoot and resolve technical issues, ensuring seamless operations for end-users. Your expertise in Windows, Microsoft 365, and end-user support will be critical in maintaining high service levels and client satisfaction. This is an exciting opportunity for IT professionals with a passion for problem-solving and a commitment to delivering outstanding service.
At ConnectOS, we value innovation, collaboration, and continuous learning. If you thrive in a fast-paced, customer-centric environment and have a proven track record in L1/L2 service desk support, we’d love to hear from you!
Responsibility
- Provide first-level IT support via phone, email, and chat for Australian MSP clients.
- Troubleshoot and resolve hardware, software, and network issues for end-users.
- Manage and escalate tickets efficiently using IT service management tools.
- Assist with Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) configuration and support.
- Perform remote diagnostics and resolve issues related to Windows OS, applications, and peripherals.
- Document solutions and maintain accurate records in the knowledge base.
- Collaborate with L2/L3 teams to ensure timely resolution of complex issues.
- Deliver exceptional customer service with a focus on professionalism and clarity.
Qualifications
- Proven 1+ years of experience in L1/L2 service desk or helpdesk roles.
- Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365.
- Experience supporting users in a Managed Service Provider (MSP) environment.
- Familiarity with ticketing systems (e.g., ConnectWise, Autotask, Zendesk).
- Excellent communication skills in English (written and verbal).
- Ability to work independently in a remote setting with minimal supervision.
- Certifications such as CompTIA A+, Microsoft Modern Desktop Administrator are a plus.
- Strong problem-solving skills and a customer-first mindset.