Job Description

# IT Support Specialist (MSP) — Australian Shift

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**Location:** Mohali, Punjab — 100% onsite, work from office (no remote or hybrid)

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**Shift:** 3:00 AM – 1:00 PM IST, Monday to Friday (Australian business hours)

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**Salary:** ₹6,00,000 – ₹10,00,000 per annum, based on experience

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**Employment type:** Full-time, permanent

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## About the role

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We are an Australian-owned IT support and managed services provider looking after

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home users and small businesses across Brisbane, Sydney, Melbourne, Perth and

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Adelaide. Our Mohali office is the front line of that operation.

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You will be the first voice an Australian customer hears when their email stops

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working, their internet drops out, or their PC won't start. You'll take the call,

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work out what's actually wrong, fix what can be fixed remotely, and book a

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technician onsite when it can't. Roughly half your day is phone and booking work,

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the other half is hands-on remote support.

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This is a real technical role, not a script-reading job. If you enjoy solving a

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different problem every hour and talking to customers while you do it, you'll do

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well here.

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## What you'll do

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• Answer inbound customer calls, diagnose the issue over the phone, and set the

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right expectation on cost and turnaround

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- Book onsite visits into technician calendars and schedule remote support sessions
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- Deliver remote support to residential and business customers using remote access tools
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- Set up and troubleshoot email — IMAP, POP3,



Microsoft Exchange and Microsoft 365,
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across Outlook, Apple Mail, iPhone and Android

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• Set up printers and scanners — drivers, network and wireless printing, shared

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printers, scan-to-email

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• Set up and troubleshoot internet connections — modems, routers, Wi-Fi coverage,

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NBN and mobile broadband faults, and knowing when to escalate to the ISP

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• Handle Windows administration — Windows 10/11, user accounts and profiles, Windows

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Server and Active Directory basics, updates, backups, malware cleanup

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• Support Apple devices — macOS, Apple ID and iCloud, Time Machine, Mail setup, iPhone

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and iPad configuration

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- Log every job accurately in our ticketing system with clear, complete notes
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- Follow up with customers until the issue is genuinely resolved
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## What you need

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• 2+ years in an MSP, IT helpdesk or managed services environment (MSP experience is

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essential — you should already understand tickets, SLAs and multi-client support)

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• Strong hands-on skills across email configuration, printers, internet and networking,

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Windows administration and Apple support

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• Practical networking knowledge — DHCP, DNS,



IP addressing, port forwarding, Wi-Fi

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troubleshooting, basic switch and firewall concepts

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• Excellent spoken and written English, and the confidence to explain technical things

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simply to a non-technical customer

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• Genuine willingness to work the 3:00 AM – 1:00 PM IST shift long term, from our

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Mohali office

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• Patience and a calm phone manner — many customers call when they are already frustrated

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## Nice to have

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- Microsoft 365 and Google Workspace administration
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- Experience with RMM and PSA tools
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- Intune, MDM or Apple Business Manager exposure
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- CompTIA A+ / Network+, or Microsoft certifications
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- Prior experience supporting Australian, UK or US customers
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## What success looks like in the first 30 days

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- Handling inbound calls independently and booking jobs without supervision
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- Resolving common email, printer and internet issues remotely on the first call
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- Writing ticket notes explicit enough that any technician can pick up the job cold
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- Customers asking for you by name
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## Why join us

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- Direct exposure to a growing Australian MSP, not a large anonymous call floor
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- Broad technical variety — home users one hour, business networks the next
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- Training and certification support
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- Your afternoons and evenings are your own
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*Please only apply if you are based in or willing to relocate to Mohali and are

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comfortable with the 3:00 AM start.*

📌 Information Technology Support Specialist (Sahibzada Ajit Singh Nagar)
🏢 Geeks Brisbane
📍 Sahibzada Ajit Singh Nagar