IT Helpdesk Consultant

Company Description

QuantumSync Pty Ltd is a next generation IT services company dedicated to empowering businesses with secure, intelligent, sustainable, and scalable technology solutions while delivering world class customer experience. By addressing real-world business challenges, QuantumSync enables its clients to focus on their goals while leveraging technology to stay ahead of the curve. From enterprise-grade cybersecurity, cloud computing, to AI driven automation solutions, the company offers managed services designed to optimize operations and enhance growth. QuantumSync takes pride in combining big-company expertise with startup energy, ensuring a customer-first mindset and clear, practical solutions. Based in Australia, QuantumSync is a trusted partner for building a secure and intelligent digital future.

Role Description

This is a full-time remote role based in Melbourne, VIC, for an IT Helpdesk Consultant. The IT Helpdesk Consultant will provide first-line technical support, troubleshoot hardware and software issues, and ensure timely resolution of user queries. This role will be responsible for managing daily helpdesk operations, supporting end-user technologies, strengthening cybersecurity posture, and maintaining critical systems including network infrastructure, servers, Microsoft 365 or similar workplace tenancy, backup solutions, and firewalls

Daily responsibilities will include managing helpdesk tickets, assisting end users with system issues, and delivering excellent customer service. The role also involves maintaining a high level of technical knowledge to optimize system performance and ensure reliable IT support across our customer organization.

Key Responsibilities:

• Manage the IT helpdesk, ensuring timely resolution of support requests and incidents
• Provide hands-on technical support for desktops, laptops, mobile devices, and other end-user equipment
• Oversee network support including switches, routers, Wi-Fi, VPN, and connectivity troubleshooting
• Administer and support security tools, endpoint protection, identity and access management, and monitoring solutions
• Manage backup systems, disaster recovery planning, and regular recovery testing
• Configure, monitor, and support firewalls and network security systems
• Developing IT support SOPs, knowledge base articles, and escalation procedures
• Track helpdesk KPIs and reporting to ensure service quality and continuous improvement
• Coordinate user onboarding, offboarding, and lifecycle management processes
• Ensure compliance with security policies and industry best practices
• Collaborate with vendors, service providers, and internal stakeholders to deliver effective support services

Key Skills & Qualifications:

• Proven experience managing an IT service desk or support team
• Strong Troubleshooting and Analytical Skills
• Proven ability to deliver excellent Customer Service
• Good verbal, written communication, and stakeholder management skills
• Ability to work in a team-oriented, on-site environment
• Experience with ticketing/helpdesk platforms (e.g., ServiceNow, Freshservice, Zendesk, etc.)
• Ability to work under pressure and prioritize in a dynamic environment
• Strong technical background across:

Desktop/Laptop support (Windows OS, macOS preferable)

Network administration & troubleshooting

Backup & disaster recovery solutions

Firewall configuration & management