Role Description The Helpdesk / Technical Support Engineer is a part-time, remote role responsible for providing first-line technical assistance to internal teams and external clients. Day-to-day tasks include responding to support tickets, diagnosing and troubleshooting software and hardware issues, and guiding users through step-by-step solutions.

The role involves documenting incidents, maintaining knowledge base articles, and escalating complex issues to senior engineering or product teams when necessary. The engineer will collaborate with research and operations staff to ensure tools, platforms, and data systems are functioning reliably, and will help improve support processes based on recurring technical and user experience challenges.

Qualifications

- Strong Technical Support and Troubleshooting skills, with experience resolving software and basic hardware issues.
- Solid Customer Support and Customer Service capabilities,



including transparent communication and a user-focused mindset.
- Demonstrated Analytical Skills to diagnose problems, interpret logs or error reports, and propose effective solutions.
- Comfort working in a remote, part-time environment, with reliable internet connectivity and a structured approach to time management.
- Ability to document issues, maintain ticketing systems, and contribute to knowledge base or FAQs.
- Familiarity with common operating systems, productivity tools, and collaboration platforms; experience with research or analytics tools is a plus.
- Relevant education or certifications in IT, computer science, or related fields, or equivalent practical experience.
- Demonstrated commitment to inclusive, respectful communication with colleagues and clients from diverse backgrounds.

📌 Helpdesk / Technical Support Engineer (Australia)
🏢 Resrch Lab
📍 Australia