Job Summary

We are seeking a skilled and customer-focused Remote Technical Support Engineer to provide technical assistance, troubleshoot software and hardware issues, and ensure the smooth operation of IT systems for customers and internal teams. The successful candidate will diagnose technical problems remotely, guide users through effective solutions, and deliver excellent customer service while maintaining high levels of system reliability and user satisfaction.

Key Responsibilities

- Provide remote technical support to customers and end users via phone, email, live chat, and remote desktop tools.
- Diagnose, troubleshoot, and resolve hardware, software, network, and system-related issues.
- Install, configure, maintain, and update software applications, operating systems, and IT equipment.
- Monitor, investigate, and resolve technical incidents and service requests within agreed service-level agreements (SLAs).
- Document troubleshooting steps, resolutions, and recurring technical issues in the ticketing system.
- Escalate complex technical problems to senior engineers or relevant technical teams when necessary.
- Assist users with account setup, password resets, access permissions, VPN connectivity, and other IT-related requests.
- Perform basic network diagnostics, including connectivity checks, DNS troubleshooting, and Wi-Fi configuration.
- Collaborate with engineering, development, and IT teams to identify root causes and prevent recurring issues.
- Maintain up-to-date technical documentation, knowledge-base articles, and troubleshooting guides.
- Follow IT security policies, data protection requirements, and established support procedures.
- Provide clear technical guidance and maintain a professional,



customer-oriented approach at all times.

Required Qualifications and Skills

- Diploma or bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
- Experience in technical support, IT helpdesk, service desk, or systems troubleshooting.
- Good knowledge of Windows and/or macOS operating systems.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
- Familiarity with remote support tools and IT service management or ticketing platforms.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong organizational skills and the ability to manage multiple support requests remotely.
- Ability to work independently while collaborating effectively with a distributed team.
- Commitment to customer satisfaction, accurate documentation, and continuous learning.

Preferred Qualifications

- Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation.
- Experience with cloud platforms, Microsoft 365, Active Directory, Entra ID, or endpoint management tools.
- Familiarity with Linux, basic scripting, or command-line troubleshooting.
- Experience working with SLAs,



incident management, and IT service management processes.
- Knowledge of cybersecurity best practices and endpoint protection solutions.

Remote Work Requirements

- Reliable high-speed internet connection and a suitable home working environment.
- Ability to provide technical support using approved remote access and collaboration tools.
- Ability to manage workload, meet deadlines, and communicate effectively across remote teams.
- Flexibility to work assigned shifts, including occasional evenings, weekends, or on-call rotations if required.

Key Performance Indicators (KPIs)

- First-contact resolution rate.
- Average response and resolution times.
- Customer satisfaction ratings.
- Compliance with service-level agreements.
- Accuracy and completeness of support documentation.
- Ticket backlog management and incident escalation effectiveness.
- Reduction in recurring technical issues.

Employment Details

- Job Title: Remote Technical Support Engineer
- Employment Type: Full time
- Work Arrangement: Fully remote
- Department: IT / Technical Support
- Reports To: Technical Support Manager or IT Operations Manager
- Salary: Based on experience, qualifications, and location

Ideal Candidate Profile

The ideal candidate is a proactive and dependable technical professional who enjoys solving problems, helping users, and working in a remote environment. They should demonstrate strong technical aptitude, a customer-first mindset, attention to detail, and the ability to deliver timely and effective technical solutions with minimal supervision.

Pay: $63,200.00 – $110,000.00 per year

Work Location: Remote

📌 Technical Support Engineer (Australia)
🏢 TFX
📍 Australia