Level 1 Service Desk Analyst (Remote)
Salary: ₱60,000 – ₱80,000 per month
Company Overview
Sydney Cloud IT is a Sydney-based managed IT services and cybersecurity provider supporting small and medium-sized businesses. With more than 20 years of experience, the company helps clients improve productivity, protect their systems and use technology with confidence through responsive support, practical advice, cloud solutions, monitoring, backup and business continuity services.
About the Role
As the first point of contact for many client support requests, the Level 1 Service Desk Analyst will provide friendly, clear and dependable assistance across common Microsoft, device, connectivity and user-access issues. The role will manage tickets carefully, keep clients informed, use available resources to investigate problems and escalate more complex matters with complete notes. Sydney Cloud IT will provide technical guidance and training, making this an excellent opportunity for an ambitious support professional who wants to grow in a managed IT and cybersecurity environment.
This role is being recruited by Clarke Point(www.clarkepoint.com), a premier Singapore-based agency dedicated to delivering global recruitment and staffing solutions, and is for a long-term, full-time Independent Contractor.
What You’ll Be Doing
Respond to client support requests by phone, email and ticket portal
Log, classify, prioritise and manage tickets accurately in Kaseya
Diagnose and resolve common Microsoft 365 and Windows issues
Support password resets, user access, email, MFA and basic permissions
Troubleshoot devices, printers, internet, Wi-Fi and connectivity issues
Use remote support and monitoring tools to investigate client systems
Keep clients informed with clear updates and realistic expectations
Escalate complex incidents with complete troubleshooting notes and evidence
Assist with user onboarding, offboarding and workstation setup tasks
Create and improve internal knowledge articles and support documentation
What We’re Looking For
Essential
Experience working as an Independent Contractor for an Australian, American, British or similar international clients
At least 2 years of experience in Level 1 IT support, help desk or service desk work
Excellent spoken English with a clear, confident and professional phone manner
Strong written English for client updates, ticket notes and documentation
Practical experience supporting Microsoft 365 and Windows 10 or 11 users
A customer-first approach with patience, empathy and sound judgement
Structured troubleshooting skills and the resourcefulness to investigate unfamiliar issues
Experience using ticketing, remote access or endpoint monitoring tools
Basic knowledge of networks, Wi-Fi, VPNs, DNS, DHCP and common peripherals
Reliable internet, a professional remote workspace and availability during New South Wales business hours
Nice to have
Experience using Kaseya for ticketing, remote monitoring or endpoint management
Previous experience supporting clients in a managed service provider environment
Familiarity with Microsoft Entra ID, Exchange Online, Teams, OneDrive and SharePoint
Exposure to endpoint security, backup monitoring and cybersecurity support practices
Microsoft, CompTIA or other relevant entry-level IT certifications
Remote Work Setup Requirements
To ensure a smooth and professional remote working experience, candidates must have the following:
A reliable computer or laptop
Stable internet connection
Quiet, dedicated home workspace suitable for remote work
Ideal Personality Attributes
Resourceful: Uses documentation, tools and sound judgement to investigate problems before escalating
Proactive: Takes initiative, follows through and looks for the next useful action
Helpful: Genuinely wants to make technology easier for every client
Eager to Learn: Welcomes coaching and quickly applies new technical knowledge
Accountable: Owns tickets, communicates openly and keeps commitments
Compensation Package
₱60,000 to ₱80,000 per month (depending on experience)
Long-term, full-time Independent Contractor role
12 days vacation leave per year
6 days sick leave per year
₱2,500 monthly health insurance allowance
Fully remote, Monday to Friday, aligned with Australian business hours (with flexibility)
Sydney Cloud IT is based in Sydney, Australia, thus the work hours will follow Sydney time (GMT +10), with some flexibility.
Pre-engagement Requirements
Character References
NBI Clearance (Most Recent)
Bachelor’s Degree Diploma
Two Valid Government-issued IDs
Picture of Your Work Environment
Hardware Specifications
How to Apply
For your application to be considered, please submit the following:
Your resume.
A cover letter (maximum of one page) explaining your experience working for international companies (e.g. as a full-time independent contractor or in a remote role) and why you are suitable for this role. Include an overview of how your experience aligns with what we are looking for. At the top of the cover letter, address it to "ATTENTION: CLARKE" in capital letters.
Please submit your application only through this JobStreet advertisement. To ensure a fair recruitment process, candidates who contact the client company or Clarke Point directly regarding this role will have their application disqualified.