IT Support Specialist (MSP) – Australian Shift

About the role

We are an Australian‑owned managed services provider supporting home users and small businesses across major Australian cities. Based in Mohali, you will be the first point of contact for Australian customers experiencing email, internet, or PC issues, providing remote troubleshooting and coordinating onsite visits when needed.

Key responsibilities

• Answer inbound calls, diagnose issues, set expectations on cost and turnaround.
• Schedule onsite technician visits and remote support sessions.
• Deliver remote support using remote‑access tools for residential and business clients.
• Configure and troubleshoot email (IMAP, POP3, Exchange, Microsoft 365) across Outlook, Apple Mail, iPhone and Android.
• Set up printers, scanners, network and wireless printing, and scan‑to‑email.
• Diagnose internet connections, routers, Wi‑Fi, NBN and mobile broadband faults.
• Perform Windows administration (Windows 10/11, user accounts, Windows Server, Active Directory basics, updates, backups, malware cleanup).
• Support Apple devices (macOS, iOS, iPadOS, Apple ID, iCloud, Time Machine).
• Log all activities accurately in the ticketing system and follow up until resolution.

Required profile

• Minimum 2 years experience in an MSP or IT helpdesk environment.
• Strong hands‑on ability with email, printers, networking, Windows and Apple platforms.
• Practical knowledge of DHCP, DNS, IP addressing, port forwarding, Wi‑Fi troubleshooting, basic switch and firewall concepts.
• Excellent spoken and written English with a calm, patient phone manner.
• Willingness to work the 3:00 AM – 1:00 PM IST shift permanently from the Mohali office.

Required skills

• Email configuration (IMAP, POP3, Exchange, Microsoft 365)
• Outlook, Apple Mail, iPhone & Android mail setup
• Printer and scanner installation, network & wireless printing
• Modem/router configuration, Wi‑Fi, NBN, mobile broadband
• Windows 10/11 administration, Active Directory basics, Windows Server
• Malware cleanup, backups, updates
• macOS, iOS, iPadOS support, Apple ID, iCloud, Time Machine
• Networking fundamentals: DHCP, DNS, IP addressing, port forwarding, Wi‑Fi troubleshooting, basic switch & firewall concepts
• Remote access tools for remote support

What we offer

• Competitive salary range of ₹6,00,000 – ₹10,00,000 per year
• Full‑time permanent contract
• On‑site work environment in Mohali
• Opportunity to support Australian customers and gain multi‑client experience