Information Technology Support Specialist

# IT Support Specialist (MSP) — Australian Shift

**Location:** Mohali, Punjab — 100% onsite, work from office (no remote or hybrid)

**Shift:** 3:00 AM – 1:00 PM IST, Monday to Friday (Australian business hours)

**Salary:** ₹6,00,000 – ₹10,00,000 per annum, based on experience

**Employment type:** Full-time, permanent

## About the role

We are an Australian-owned IT support and managed services provider looking after

home users and small businesses across Brisbane, Sydney, Melbourne, Perth and

Adelaide. Our Mohali office is the front line of that operation.

You will be the first voice an Australian customer hears when their email stops

working, their internet drops out, or their PC won't start. You'll take the call,

work out what's actually wrong, fix what can be fixed remotely, and book a

technician onsite when it can't. Roughly half your day is phone and booking work,

the other half is hands-on remote support.

This is a real technical role, not a script-reading job. If you enjoy solving a

different problem every hour and talking to customers while you do it, you'll do

well here.

## What you'll do

• Answer inbound customer calls, diagnose the issue over the phone, and set the

right expectation on cost and turnaround

• Book onsite visits into technician calendars and schedule remote support sessions

• Deliver remote support to residential and business customers using remote access tools

• Set up and troubleshoot email — IMAP, POP3, Microsoft Exchange and Microsoft 365,

across Outlook, Apple Mail, iPhone and Android

• Set up printers and scanners — drivers, network and wireless printing, shared

printers, scan-to-email

• Set up and troubleshoot internet connections — modems, routers, Wi-Fi coverage,

NBN and mobile broadband faults, and knowing when to escalate to the ISP

• Handle Windows administration — Windows 10/11, user accounts and profiles, Windows

Server and Active Directory basics, updates, backups, malware cleanup

• Support Apple devices — macOS, Apple ID and iCloud, Time Machine, Mail setup, iPhone

and iPad configuration

• Log every job accurately in our ticketing system with clear, complete notes

• Follow up with customers until the issue is genuinely resolved

## What you need

• 2+ years in an MSP, IT helpdesk or managed services environment (MSP experience is

essential — you should already understand tickets, SLAs and multi-client support)

• Strong hands-on skills across email configuration, printers, internet and networking,

Windows administration and Apple support

• Practical networking knowledge — DHCP, DNS, IP addressing, port forwarding, Wi-Fi

troubleshooting, basic switch and firewall concepts

• Excellent spoken and written English, and the confidence to explain technical things

simply to a non-technical customer

• Genuine willingness to work the 3:00 AM – 1:00 PM IST shift long term, from our

Mohali office

• Patience and a calm phone manner — many customers call when they are already frustrated

## Nice to have

• Microsoft 365 and Google Workspace administration

• Experience with RMM and PSA tools

• Intune, MDM or Apple Business Manager exposure

• CompTIA A+ / Network+, or Microsoft certifications

• Prior experience supporting Australian, UK or US customers

## What success looks like in the first 30 days

• Handling inbound calls independently and booking jobs without supervision

• Resolving common email, printer and internet issues remotely on the first call

• Writing ticket notes clear enough that any technician can pick up the job cold

• Customers asking for you by name

## Why join us

• Direct exposure to a growing Australian MSP, not a large anonymous call floor

• Broad technical variety — home users one hour, business networks the next

• Training and certification support

• Your afternoons and evenings are your own

*Please only apply if you are based in or willing to relocate to Mohali and are

comfortable with the 3:00 AM start.*