Technical Support Specialist (Tier 1/2)

You will provide tier 1 and tier 2 technical support for Corpshore Australia's IT outsourcing clients from the Brisbane site, working hardware, software and network issues raised through the ticketing system. Corpshore Australia is a division of Corpshore Solutions Corporation, and this desk supports client end users directly, meaning the calls and tickets you pick up are real users who cannot get their laptop, VPN or business application working.

This is an onsite role with a rotating shift pattern that covers an extended support window beyond standard business hours, since client end users are not all in the same city or the same time zone. You will work within defined service level agreements for response and resolution time on every ticket you own.

Diagnose and resolve tier 1 and tier 2 technical issues across desktop hardware, operating systems, common business applications, printers, VPN connectivity and basic network connectivity, using remote support tools to work on the end user's machine directly where needed. Log every ticket accurately in the ticketing system, including the diagnostic steps taken and the resolution, so the record is useful to the next person who touches that ticket or that user. Manage your ticket queue against the client's contracted SLA for response and resolution time, prioritising correctly when several tickets land at once. Handle account and access issues, including password resets and access provisioning, following the client's identity verification process every time without exception. Escalate genuine defects, recurring faults or issues beyond tier 1/2 scope to the client's engineering team with a clear, reproducible description of the problem rather than a vague handover. Follow information security practice on every ticket involving access or credentials, since a helpdesk is a common target for social engineering. Contribute to the internal knowledge base so a routine issue you solved once does not need solving from scratch by the next specialist who sees it.

At least one to two years in a helpdesk, service desk or technical support role. Working knowledge of Windows and, ideally, macOS administration, common business applications and basic troubleshooting method. Understanding of networking fundamentals, including DNS, DHCP, VPN connectivity and basic Wi-Fi troubleshooting. Comfortable using remote support and ticketing tools, and comfortable talking a non-technical user through a fix over the phone without jargon. English proficiency sufficient to write a clear, accurate ticket note under time pressure. Availability across the rotating shift pattern covering the extended support window.

CompTIA A+ or Network+ certification. ITIL Foundation certification or equivalent process exposure. Experience administering Microsoft 365 or Google Workspace at an end-user support level. A second language relevant to Corpshore Australia's client base. Prior experience supporting a specific industry such as financial services, healthcare or mining.

The compulsory superannuation guarantee, currently 11.5 per cent and rising to 12 per cent, on top of base salary. A defined escalation path toward Senior Technical Support Engineer for specialists who build up depth on tier 2 issues. Funded training and certification support, including toward CompTIA or ITIL. Extended-hours shift allowance in line with the applicable Modern Award. Exposure to a genuine cross-section of IT outsourcing client environments rather than a single fixed desktop image.