About the role
As a Helpdesk Support Engineer Level 1 / 2 at Aurora IT, you will be responsible for providing first-line technical support to our education clients across Australia and New Zealand. This is a full-time position based in Bowral, NSW but also the ability to work from home some of the time. You will be a key member of our IT support team, ensuring our clients' technology runs smoothly and efficiently.
What you'll be doing
* Responding to incoming support requests via phone, chat or ticketing system
* Diagnosing and troubleshooting a variety of hardware and software issues
* Providing remote assistance to Staff and Students in our campuses
* Logging and documenting all support activities and resolutions
* Supporting and managing critical cloud infrastructure with particular emphasis on Microsoft 365
* Escalating complex issues to more senior team members when required
* Participating in ongoing training to expand your technical knowledge
What we're looking for
* Minimum of 2 years of experience in a helpdesk or similar IT support role
* Strong customer service skills and the ability to communicate technical information to non-technical users
* Demonstrable and Excellent knowledge of Microsoft's core business applications, operating systems and 365 Cloud Services
* Knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP
* Familiarity with remote access tools and ticketing systems
* A positive, problem-solving attitude and the ability to work well in a team
* Completion of TAFE Certificate III or IV in Information Technology or better;
* Microsoft 365 Fundamentals (MS-900) certification or willingness to obtain within 6 months
* Excellent verbal and written communication skills.
What we offer
* Competitive salary
* Opportunities for career progression and ongoing training
* A supportive and collaborative work environment
About us
Aurora IT is an established IT Company specialising in Remote Managed Services for our Education client base including education facilities across Australia and New Zealand. With a talented team of IT professionals, we are committed to delivering exceptional service and tailored solutions to meet our clients' unique needs.
The role involves working from both home and our office in Bowral NSW. Successful applicants will be provided with suitable equipment to perform the role but must have a dedicated, quiet and suitable area to work from.
To apply please use the Seek application process via this Ad
Please note applications close Friday 29th May 2026
Salary packages based upon individual expertise and experience.
Previous Applicants and Recruitment Agencies need not apply.
Must have permanent right to work in Australia or valid working visa
Please note: This position involves working in educational organisations in a technical support capacity. It is an offence for prohibited persons to apply for, undertake or remain in child-related employment.