Global Tech Support Analyst - Remote

Epiq Company; Australia; Remote; AUD 85,000 - 115,000; Full time

Job summary

Epiq is seeking a Global Support Services Analyst to provide 1st/2nd line support for our proprietary and third‑party software solutions. You will interact with clients and internal teams, diagnose issues, and document resolutions.

The role requires strong customer service, technical knowledge of Azure/AWS in a first-line capacity, M365 licenses, Entra, MFA and Virtual Desktops, with a two-year technical college background or equivalent experience.

Qualifications

• Minimum 2 years of customer-facing technology support experience over phone and email.
• Light experience in Azure or AWS in a first line support capacity.
• Technical experience with M365 licenses, Microsoft Entra, MFA, and Virtual Desktops.
• Graduation from a two-year technical college with computer science/IT or related area or equivalent experience.

Responsibilities

• Provide high level technical expertise to clients and internal users.
• Handle phone and email inquiries from clients and internal users.
• Document incidents using the ticketing system and track status.
• Diagnose issues and provide effective resolutions.
• Escalate issues and coordinate with internal resources as needed.
• Communicate status and adjust client expectations during resolution.
• Create and maintain support documentation and tools.

Skills

Customer Support

Azure/AWS

M365 Licenses

Microsoft Entra

MFA

Virtual Desktops

Education

Two-year Tech College

Tools

Ticketing System

Job description

Epiq is seeking a Global Support Services Analyst to provide 1st/2nd line support for our proprietary and third‑party software solutions. You will interact with clients and internal teams, diagnose issues, and document resolutions.

The role requires strong customer service, technical knowledge of Azure/AWS in a first-line capacity, M365 licenses, Entra, MFA and Virtual Desktops, with a two-year technical college background or equivalent experience.