IT Technician

Job description: About the Role We're looking for a proactive and customer-focused IT Support Technician to join our Technology & Operations team. As the first point of contact for IT support, you'll provide remote technical assistance to employees across the business, ensuring devices, user accounts, and business applications run smoothly. This role is ideal for someone who enjoys troubleshooting technical issues, supporting end users, and working independently in a modern SaaS-driven environment. Working Hours Australian Eastern Standard Time (AEST) Business Hours Key Responsibilities Provide Level 1 and Level 2 IT support via Jira Service Management, escalating issues when required Troubleshoot macOS and Windows hardware, software, network, and user account issues remotely Set up and configure laptops and devices for new employees using JAMF Pro and Microsoft Intune Create, update, disable, and manage user accounts in Google Workspace Support employee onboarding and offboarding by provisioning and removing system access Maintain accurate IT asset and device inventory records Install, configure, and troubleshoot business software and applications Assist with user access management across business platforms including Slack, LastPass, and Employment Hero Perform routine device updates and patch management using JAMF Pro and Microsoft Intune Support IT security awareness initiatives, including phishing training campaigns Create and maintain IT documentation, knowledge base articles, and user guides Coordinate IT equipment procurement, shipping, and inventory updates Record support requests, resolutions, and system changes accurately within Jira Escalate complex technical issues with clear documentation and diagnostics Ensure new starters have working devices and system access on their first day Follow IT security policies and report any security concerns promptly Assist with ad hoc IT projects and continuous improvement initiatives Essential Skills Strong knowledge of macOS and Windows operating systems Experience providing Level 1 and Level 2 technical support Basic Google Workspace administration Experience using helpdesk or ticketing systems (Jira, Freshdesk, Zendesk, or similar) Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) Excellent troubleshooting and problem-solving skills Strong written and verbal English communication Ability to follow documentation, SOPs, and technical runbooks Strong attention to detail and organizational skills Ability to work independently in a remote environment Customer-focused with excellent interpersonal skills Basic understanding of cybersecurity best practices including MFA, phishing awareness, and password security Reliable, proactive, and eager to learn new technologies Nice to Have Experience with JAMF Pro and/or Microsoft Intune Familiarity with SaaS administration tools Exposure to cybersecurity awareness programs Basic scripting knowledge (PowerShell, Python, or Bash) Experience supporting Australian or international remote teams Familiarity with AI productivity tools such as Google Gemini or Claude Experience Required 1–2 years of experience in IT Helpdesk, Desktop Support, or IT Support Experience troubleshooting macOS and Windows environments Experience using IT ticketing or service management systems Experience providing remote technical support via chat, email, or screen sharing QualificationsRequired Certificate or Diploma in Information Technology, Networking, or a related field, or equivalent practical experience Preferred JAMF 100 Certification Microsoft 365 Fundamentals (MS-900) Google Workspace Administrator Certification Other entry-level IT certifications are highly regarded Tools You'll Use Jira Service Management JAMF Pro Microsoft Intune Google Workspace Slack LastPass Employment Hero Freshdesk Zendesk Phriendly Phishing Google Gemini Claude (Anthropic) PowerShell Python Bash What We're Looking For Reliable and dependable Customer-focused and responsive Strong attention to detail Security-conscious Self-motivated and able to work independently Positive attitude with a willingness to learn and grow Comfortable working remotely during Australian business hours Technical Requirements: Equipment is self-provided Computer: RAM: 8GB CPU/Processor: Intel Core i5 or AMD Ryzen 5 (12th generation or newest) HDD/SDD: 512 GB Operating System: Windows 11 Home or Pro Accessories: Power Backup: Powestation, Powerbank, UPS, etc. Extra Display: Secondary/External Monitor Audio & Video: Noise-Cancelling Headset + Web Cam Internet: Internet Speed: 40-50 Mbps minimum badnwidth speed for both Download and Uploads. Contractor Perks & Rewards: 20 Paid Time Off Referral Bonus – 70 AUD per successful referral to the Wingman platform (paid at 1st month mark with a client contract). Annual Trip – connect with the broader Wingman community in person. Dedicated Support Contact (CSM) – someone to help you succeed and stay connected. Access to a Network – collaborate with fellow contractors and onshore specialists. Opportunities to Upskill – optional sessions, peer learning, and developmental pathways. More Work, More Opportunity – potential for additional contracts, Statements of Work, or expanded workloads. High-Impact Projects – work alongside top-tier Australian partners on meaningful assignments. Flexibility First – deliver your work in your way, with full autonomy on how you achieve outcomes. Advisory Support – HR, Tax, and setup guidance available to make contracting seamless. 100% Work-From-Home Contracts – all engagements designed for remote delivery. Pre-engagement requirements for Independent Contractors: BIR as you are a contractor (Required to submit any contributions required by the government.) NBI or Police Clearance Any Government-issued ID Benefits : Company events Opportunities for promotion Promotion to permanent employee Work from home --- Questions: - Full name - Email address - Resume/CV - Cover letter - Phone - This is a WFH set-up and the shift schedule starts from 7AM to 4PM MNL time, Mondays to Fridays only. Are you able to work these hours? - Were you referred to us by an existing staff member? - If Yes, please fill-out their name below: - Wingman will be implementing a Productivity Tracker as part of our IT and Security onboarding. Are you comfortable with this? - If no, please explain why? - Are you willing to comply with BIR self-registration as part of the pre- employment process? - Do you agree that a placement fee of $200AUD will be deducted from your earnings in the first cut-off period, which will be returned to you after 24 weeks? Please note that this fee will be forfeited if you are terminated or if you resign without providing at least 30 days' notice. -

Screening Questions

To help us better understand your qualifications and fit for this role, we have prepared a set of screening questions. Your responses will give us valuable insights into your experience, skills, and approach to administrative tasks.

- How many years of experience do you have in IT or software development roles? - Have you worked with international clients or teams, particularly from countries like Australia, the United States, or New Zealand? - What programming languages are you proficient in? (e.g., Java, Python, C#, JavaScript). Please indicate your level of proficiency (Beginner, Intermediate, Advanced) for each tool listed. - What database technologies are you familiar with? (e.g., MySQL, PostgreSQL, MongoDB, Oracle) - Are you comfortable communicating with clients, vendors, and team members via call, text, email or other communication channels? -

Requirements
To ensure we can effectively evaluate your skills and determine your fit for the role, please take a moment to complete the following requirements. Your responses will provide us with valuable insights into your qualifications and experiences.

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System Information

As part of our requirements, we kindly ask you to attach a screenshot of your device specifications and internet speed. The screenshot should look as follows:

• Device Specifications
• Internet Speed
  

- Specs of your device - Do you have dual monitor setup for your work? - Main Internet Speed - Back-up Internet Speed - Please attach a picture of your equipment - Do you have a work from home location that has minimal noise, sufficient space, and can be closed off to others? - If yes, please attach a picture of your work set-up -

Video Introduction

To record a 1-minute video introduction, ensure that your laptop, camera, and headphones, which will be used for your remote work setup, are ready and functional. Also, the video should be in a landscape format.
Wear something business-appropriate, ensure you're in a quiet environment to avoid background noise and be on a neat background.

You may follow the guide below when introducing yourself

Name and Age
Example: “My name is [Name], and I am [Age] years old.”

Industry Experience
Example: “I have [X years] of experience supporting businesses remotely, where I developed strong skills in [Skill/Area].”

Experience Overview
Example: “In my previous roles, I handled tasks such as [Task], [Task], and [Task], and I am confident using tools like [Software], [Software], and [Software].”

Hobby or Activity
Example: “In my free time, I enjoy [Hobby/Activity].”

Strongest Professional Attribute
Example: “I believe my greatest strength and what I can bring to your team is [Skill/Strength].

Kindly refrain from mentioning family details, such as information about your kids.

Please see the sample video for reference.

Important Note: If your video introduction does not meet the required standards, it may lower your chances of being matched with a client. If this happens, you’ll need to redo your video as soon as possible so we can reprofile you right away for available clients. Don’t worry, the Admin Team will reach out to you if a revision is needed.

- 1-2mins Self-Introduction Video -

1-min sample call (Voice)

Instruction: Simulate a brief introductory call with a prospective client or customer. Feel free to include a greeting, an introduction of yourself, and a brief overview of our services or products.

- 1-min sample call (Voice) link result -

English Proficiency Test

Please upload a screenshot of your English Proficiency Test. The screenshot should look as follows:

• English Proficiency Test Sample

- English Proficiency Test Result -

Personality Test

Please upload a screenshot of your personality test. The screenshot should look as follows:

• Personality Test Sample

- Personality Test Result -

To help us understand your background and motivations, we ask that you complete the following screening questions. Your responses will assist us in assessing your fit for the position and our company culture.

If any of the questions do not apply to you, please indicate this by writing "N/A" in the space provided.

- I understand that as part of Wingman’s Cyber Security Program, system monitoring and safety tools will be installed. These tools help ensure that Wingman and its associates remain secure, and also support the generation of accurate timesheet data. - For Currently Employed Applicants, what motivated you to apply for this position while still employed? - If selected, how soon would you be able to transition to this new role? - If you have held multiple positions in a short timeframe. Can you explain the reasons for changing jobs frequently? - For Unemployed Applicants, can you explain the reasons for your current unemployment? -

REFERENCE CHECK:

As part of the application process, we kindly ask you to provide the necessary information for the reference check. Please fill out the following details for references who can provide insight into your qualifications and work experience.

Please choose a character references who can be any of the following:

1. Former employer – HR or company representative who can provide best insight into your work ethics and previous performance/achievements.
2. Supervisor – Any people who spent time working with you and oversees your performance on the job.

Note: The name of the colleague cannot be used as a reference check

- Name - Relationship - Email Address - Contact Number - Company - Company Email Address - Are you to provide the following pre-employment requirements: - BIR tax - NBI or Police Clearance - Government ID -

As part of Wingman’s Independent Contractor Model, your contract will be held under our Singapore entity called Philippines Resources Pte. Ltd.

- Please confirm that you understand your independent contractor agreement/contract will be under Singapore Law and the entity named Philippines Resources Pte. Ltd. - Please confirm you accept your contract will be sent to you by our Singapore team and you may have to engage with them as well as the Philippines team for contract questions. - I HEREBY AUTHORIZE Wingman Outsourcing to investigate my background and qualifications for purposes of evaluating whether I am qualified for the position to which I am applying. I consent to the processing of my personal information that are necessary and relevant to evaluate my application. I understand that Wingman Outsourcing may also utilize an outside firm/s to assist it in checking the veracity of information, and I specifically authorize such investigation by outside firms that may be hired by Wingman Outsourcing. I also understand that I may withhold my permission and that in such a case, no investigation will be done, and my application for employment will not be processed.