L1/L2 Support Engineer

Work Arrangement / Work Shift: Remote | AEST

Role Overview:

Offshore support role serving as the first point of contact for the company's store and head office technical issues. Reports to Phil (Support Lead) and operates as the frontline layer of an in-house support model replacing our current MSP arrangement. Staggered hours to provide after-hours coverage beyond the standard business day.

What You’ll Be Doing:

• First response to all inbound support tickets — triage, categorise, and resolve or escalate appropriately
• L1 endpoint support — device connectivity, printer issues, POS hardware, network troubleshooting at store level
• L2 application support — basic Odoo queries, user access, configuration issues, and known bug workarounds
• Monitor device health and alerting via Ninja RMM — proactive identification of issues before they affect stores
• Maintain Huntress alerts and ...