About the Role
First point of contact for Australian clients. Blends phone-based customer service with genuine technical troubleshooting — inbound calls, ticket logging, and remote issue resolution for home users and small businesses across Australia. All support is delivered remotely, so strong remote troubleshooting ability is central to the role.
Key Responsibilities
•⁠ ⁠Handle inbound and outbound calls, live chat and email from Australian clients
•⁠ ⁠Diagnose and resolve L1/L2 issues remotely via TeamViewer, AnyDesk, Splashtop or RMM tools
•⁠ ⁠Troubleshoot internet and network faults — routers and modems, Wi-Fi, PPPoE and connection setup, dropouts, slow speeds, printer and device connectivity
•⁠ ⁠Set up and troubleshoot email accounts — Exchange, Outlook, IMAP, POP and SMTP configuration across desktop and mobile
•⁠ ⁠Log, categorise and update every interaction in the ticketing system with clear notes
•⁠ ⁠Troubleshoot Windows and macOS, printers, slow devices, malware removal, data backup and account recovery
•⁠ ⁠Support Microsoft 365 — mailbox setup, password resets, licensing,



OneDrive/SharePoint basics
•⁠ ⁠Escalate complex issues to senior engineers with proper handover documentation
•⁠ ⁠Follow up proactively on open tickets and keep clients informed
•⁠ ⁠Book onsite technician visits and coordinate schedules where remote resolution isn't possible
•⁠ ⁠Identify upsell opportunities for managed plans and security add-ons
•⁠ ⁠Meet response time, resolution and customer satisfaction targets
Required Skills & Experience
•⁠ ⁠2–4 years in IT helpdesk, technical support or a technical BPO/international voice process
•⁠ ⁠*Excellent spoken English with a clear, neutral accent* — non-negotiable for this voice-based role
•⁠ ⁠*Strong remote support skills* — able to guide non-technical clients over the phone and resolve faults via remote session
•⁠ ⁠Solid written English for ticket notes and client email
•⁠ ⁠Solid Windows troubleshooting; working knowledge of macOS
•⁠ ⁠

📌 Information Technology Support Specialist (India)
🏢 Geeks Melbourne
📍 India