IT Support Specialist 

Office-based in the Philippines | Day shift | Email and ticket support | 

We're hiring an IT Support Specialist for a growing cybersecurity and managed IT services company based in Perth, Australia. You'll help users resolve day-to-day IT issues, with a focus on Microsoft 365, and assist with basic monitoring and maintenance of IT and cybersecurity systems.

All support is handled through email and a ticketing system. There are no inbound or outbound calls.

Responsibilities

• Monitor, manage, and respond to IT support tickets.
• Assist users with Microsoft 365 issues, including Outlook, login and access problems, permissions, and SharePoint.
• Troubleshoot issues within your experience and escalate more complex concerns when needed.
• Review access requests in ThreatLocker and DefenseX, following procedures and raising unusual requests for guidance.
• Monitor Huntress security alerts and verify suspicious overseas logins with the relevant users.
• Assist with routine monitoring and tasks in CrowdStrike and Ubiquiti.
• Help with system maintenance, updates, alerts, and general IT administration.
• Follow technical documentation and help keep it up to date.
• Learn new tools and processes, including a planned transition to a new ticketing platform.

Qualifications

• Previous experience in IT Support or a similar technical support role.
• Level 2 IT Support experience is an advantage.
• Good working knowledge of Microsoft 365, including Outlook and SharePoint.
• Experience troubleshooting user accounts, permissions, and access issues.
• Familiarity with ticketing systems or IT service desks.
• Basic understanding of cybersecurity tools or security monitoring.
• Strong written English and professional email communication skills.
• Good problem-solving skills, attention to detail, and sound judgement.
• Able to manage and prioritise tickets, work independently, and communicate regularly with the team.
• Willingness to learn and follow established processes.

Preferred experience

Experience with ThreatLocker, DefenseX, Huntress, CrowdStrike, Ubiquiti, or similar platforms is an advantage. Training and guidance will be provided, so you don't need to know every tool before starting.