Experienced Technical Support Engineer - M365/Azure/AWS/MDM/Windows & macOS (Part Time, Remote)

ABOUT THE ROLE We are a managed IT services provider and we are adding one person to our evening support shift. You will be the first point of contact for our clients: answering calls, working tickets, responding to alerts and resolving issues end to end using remote access tools. This role is both technical and customer facing. You will be speaking with clients directly, every shift. If you have strong technical skills but limited experience talking to end users, or strong customer service skills without hands-on systems experience, this will not be the right fit. ------------------------------------------------- SHIFT AND HOURS Evening shift: 4:00pm to 12:00am AEST/AEDT (Melbourne time), 7 days a week. We are open to junior and mid level engineers for this shift. - You need to be available for all 7 days. - Weekdays: 4 hours of completed work per shift, evidenced in a shift report submitted at the end of each shift. You need to be reachable for calls and tickets across the full 8 hour block. - Weekends: on call. You do not need to be at a desk, but you must be contactable within the shift block to take calls, handle high priority tickets and respond to alerts. All of our platforms have mobile apps, so working while mobile is fine, provided you can move somewhere quiet to take a call. This arrangement leaves room for a second contract alongside ours. We would recommend it not be one that also requires you to answer phones. ------------------------------------------------- RATE (PER FORTNIGHT, AUD) - Junior Engineer (experience with some of the technologies below): $500 - Mid Level Engineer (experience with most of them): $600 - Senior Engineer (solid working experience across all of them): $700 Rates are negotiable for the right person. If the setup and the work appeal to you, put in a bid and let's talk. ------------------------------------------------- TECHNICAL EXPERIENCE REQUIRED We will train you on our processes, our clients and the way we run our systems. We are not going to teach you the tools themselves. You need to arrive already knowing how to work in the platforms you are being hired to support. DESKTOP SUPPORT - Windows and macOS end user environments: troubleshooting, configuration, application issues, printing, connectivity and general day to day support across both TICKETING, BILLING AND REMOTE ACCESS - HaloPSA: Support, Help Center, Live Chat and Talk - WHMCS: client and billing management - TeamViewer: used for all remote support MICROSOFT CLOUD - Microsoft 365: administering tenants as well as supporting end users. Outlook, desktop apps, Teams, SharePoint, OneDrive - Microsoft Entra ID: users, groups, licensing, conditional access, MFA and sign in troubleshooting - Microsoft Azure: deploying and managing Azure virtual machines, storage, networking, backups and general server administration in Azure AWS - EC2, S3 and Route 53 ENDPOINT AND DEVICE MANAGEMENT - N-able N-sight RMM: remote machine management and software deployment, integrated with Apple Business Manager - Jamf (macOS) and Microsoft Intune (Windows) - Microsoft Defender for Endpoint: onboarding devices, reviewing and actioning alerts, managing policy SERVERS, HOSTING AND BACKUP - Windows Server - Linux server administration - Plesk: our shared hosting platform - Cove Data Protection (Backup): our backups, client backups and Microsoft 365 backup WORDPRESS (LIGHT TOUCH) - Making small content changes to client sites: updating text, swapping an image, adding a page, that kind of thing. You do not need development skills. Anything beyond simple content edits goes to our developers. ------------------------------------------------- WORKING WITH AI We expect our engineers to use AI as a working tool for technical troubleshooting, research, scripting and drafting client communication. We supply a Claude Team subscription and we will expect you to use it well. You do not need prior experience with a specific AI tool, but you do need to be genuinely willing to work this way, and you need the judgement to verify what an AI tells you before you apply it to a client environment. ------------------------------------------------- WHAT WE NEED FROM YOU 1. Fluent spoken English and sound customer service instincts. We will speak with you before making any offer, and with anyone you intend to have work on your behalf. 2. The ability to learn our stack and our clients quickly. 3. A fast, reliable internet connection and dependable power at your location. 4. Availability as an independent freelancer. We do not engage agencies. 5. Willingness to complete an international police check through our nominated provider, which is a condition of any offer. ------------------------------------------------- HOW TO APPLY Submit a bid that covers all of the following. Applications that skip these will not be reviewed. 1. Your MSP experience. Which providers you have worked for or with, how many clients you supported, and the size and type of those clients. 2. Specific examples of client work you owned end to end. Describe two or three tickets or projects, what the client's problem was, what you did, and how it was resolved. 3. Specific examples of your Windows and macOS end user support experience. 4. How you manage client tasks. How you prioritise competing tickets, keep clients updated and make sure nothing is dropped across a shift handover. 5. Which of the technologies listed above you have worked with directly, and in what context. 6. Confirmation that you can commit to the 4:00pm to 12:00am AEST/AEDT shift, 7 days a week.