Role Description We are seeking an experienced Desktop Support Engineer – Level 1-2 to join our team for support on Saturday & Sunday nights ONLY. This role is fully remote and requires someone who is experienced in a desktop support role and can work independently throughout their nightshift. This role is crucial for ensuring the smooth operation of IT systems and providing exceptional support to our customers throughout the night on weekends ONLY. - Provide first-line Level 1 support for desktop hardware and software issues in a dedicated nightshift role on Saturday and Sunday nights each week. - Assist users with troubleshooting and resolving technical problems via phone, email, or in person, adhering to service level agreements during dedicated nightshift hours. - Stay current with system information, changes, and updates. - Document and track support requests including resolutions using the helpdesk ticketing system. - Advise users on appropriate actions, including educating users on best practices for using desktop systems and software applications. - Follow customer-specific guidelines and processes to ensure tickets and requests are managed effectively and efficiently. - Identify and effectively prioritize situations requiring urgent attention. - Maintain excellent communication with all end users and other members of the technology department. - Learn from & collaborate with experienced IT professionals. Qualifications - A relevant qualification in IT or a related field, such as a diploma or degree. - 2-3 years’ experience in a Level 1 or Level 2 desktop support role. - Proficiency with IT support ticketing systems (e.g., ServiceNow, Jira Service Management). - Strong understanding of Windows operating systems and common desktop applications. - Excellent problem-solving skills and the ability to work under pressure. - Good communication skills, both verbal and written, with a focus on customer service. - Familiarity with basic networking concepts and troubleshooting. - Ability to work independently. Requirements - Knowledge and experience of IT desktop services & application support practices. - 2-3 years setup, configuration, troubleshooting of desktop/notebook hardware and software. - Experience with Windows desktops and notebooks, as well as iOS devices, in a networked environment. - Knowledge & understanding of Windows OS, Microsoft O365 suite, Teams, SharePoint, OneDrive, Exchange, AD & Outlook. - Experience with Autopilot – Intune. - Proven experience providing onsite support & remote support using diagnostic tools. - Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc). - Knowledge of Active Directory concepts and administration. - Experience supporting, configuring, commissioning label printers. - Basic server exposure (Windows, Linux, and Hyper V). - Experience supporting a variety of Wi-Fi-enabled devices. Benefits - Work with Australia’s top-tier clients on exciting, complex projects. - Access elite training, vendor certifications, and clear career pathways. - Be part of a collaborative, innovative, and supportive team. - Enjoy flexible working, industry recognition, and a culture that backs your growth. - Certified as one of Australia’s Best Workplaces and Best Workplaces for Women. - Perks include monthly food trucks, fresh fruit, modern breakout spaces, and more!

• Support the administration and operation of middleware environments, such as Application Servers, Integration Servers and Web Servers; • Perform application deployments following approved procedures and change windows; • Monitor environments, analyze alerts and assist in identifying and resolving incidents; • Execute operational routines, including starting/stopping services, post-deployment validations and log analysis; • Support initial problem analysis and escalate when necessary; • Participate in change requests (GMUDs) following change processes and internal controls; • Keep technical documentation up to date, including procedures and playbooks; • Support internal development and infrastructure teams and vendors on middleware-related activities; • Follow best practices for security, stability and availability of environments.

• Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently. • Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases. • When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis. • Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders. • Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues. • Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams. • Keep the broader team in the loop with clear, thorough handoffs.

• Own inbound support tickets during US business hours from first response through resolution, meeting SLA targets independently. • Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases. • When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis. • Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders. • Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues. • Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams. • Keep the broader team in the loop with clear, thorough handoffs.