l1/l2 support EngineerTallant Asia

L1/L2 SUPPORT ENGINEER
Working Hours: Gold Coast, Australia business hours with staggered support coverage
Approximate Shift: 11:00 AM - 7:00 PM AEST
Philippine Time Equivalent: 9:00 AM - 5:00 PM PH Time (may vary slightly during daylight savings periods)
Reports To: Support Lead
About the Role
 
We are seeking a proactive and customer-focused L1/L2 Support Engineer to join our internal IT support function. This role will serve as the frontline point of contact for technical support across stores and head office operations, helping deliver timely and effective support to non-technical users.
 
You will play a key role in supporting an in-house IT model, replacing the current managed service provider arrangement. The position requires strong troubleshooting skills, excellent communication, and the ability to independently manage support tickets while working closely with the Support Lead and broader technology team.
 
This role operates on staggered hours aligned with Gold Coast, Australia time to provide extended after-hours support coverage.
 
Key Responsibilities
Act as the first point of contact for all inbound support tickets
Triage, categorise, troubleshoot, and resolve technical issues or escalate where appropriate
Provide L1 endpoint support including:
Device connectivity issues
Printer troubleshooting
POS hardware support
Basic network troubleshooting at store level
Provide L2 application support including:
User access management
Configuration issues
Basic Odoo/ERP support
Known bug workarounds
Monitor device health and alerts using Ninja RMM or similar tools
Proactively identify and address issues before they impact store operations
Monitor Huntress or similar endpoint security alerts and escalate incidents appropriately
Document recurring issues, troubleshooting steps, and resolutions to contribute to the internal knowledge base
Support warehouse management system (WMS) related queries where applicable
Assist with store onboarding activities including:
Device setup verification
Environment readiness checks
User provisioning
Work collaboratively with internal stakeholders and transition partners during the parallel-run period to absorb business-specific technical knowledge
Skills & Experience Required
Proven experience in L1/L2 IT support roles
Strong troubleshooting skills across endpoints, hardware, printers, and basic networking
Experience with RMM platforms such as Ninja RMM or similar
Familiarity with endpoint security tools such as Huntress is advantageous
Exposure to ERP or Odoo support is beneficial but not essential
Strong written and verbal English communication skills
Ability to communicate clearly and professionally with non-technical users
Patient, organised, and calm under pressure
Able to work independently and manage competing priorities effectively
Comfortable working staggered shifts aligned with Gold Coast, Australia hours
Preferred Attributes
Self-motivated and proactive
Strong attention to detail
Customer-service oriented mindset
Continuous improvement mentality
Team player with a collaborative approach
Why Join Us?
Opportunity to be part of a growing internal technology support function
Exposure to retail, warehouse, and ERP environments
Collaborative and supportive team culture
Long-term career growth opportunities within the business