Remote Technical Support Analyst — Part-Time

CI-ISAC Australia; Sydney; Hybrid; AUD 36,000 - 48,000; Part time

Job summary

CI-ISAC Australia is seeking a part-time Technical Support Analyst to join our team, with remote work options across Australia and a preference for Sydney/East Coast. You will handle frontline IT support for members and staff, triaging tickets via our system and collaborating with the Technical Support Engineer to ensure smooth day-to-day operations.

You’ll gain hands-on experience across SaaS platforms, CRM, and MDM tooling in a mission-driven environment, contributing to Australia’s cyber

Qualifications

• 0–2 years of experience in a technical support, help desk, or customer service-oriented IT role (graduate or early-career candidates encouraged to apply).
• Demonstrated customer service orientation, with the ability to communicate clearly, explain technical issues clearly to non-technical users, and build trusted relationships with diverse stakeholders.
• Basic familiarity with SaaS productivity platforms (user management, groups), ticketing systems, and common desktop operating systems.
• Ability to follow documented procedures and troubleshooting steps accurately, and to recognise when to elevate rather than guess.
• Strong problem-solving skills and the ability to think critically under pressure to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills, with the discipline to keep tickets and documentation up to date.
• Ability to work autonomously in a fast-paced, fully remote environment.
• Security Clearance: As a condition of employment, ability to obtain and maintain a security clearance, including a national police background check.
• Exposure to CRM or ticketing platforms (Zoho, Salesforce, Zendesk, Freshdesk, or similar).
• Exposure to Mobile Device Management (MDM) platforms (Jamf, Intune, Mosyle, or similar).
• Basic understanding of networking concepts (TCP/IP, DNS, VPN).
• Basic scripting and systems automation exposure.

Responsibilities

• Respond to member technical queries (access, platform navigation, account issues) across the ticketing system, email, and phone, aiming for first-contact resolution wherever possible and escalating intelligence content and/or queries to the National Intelligence Team.
• Provide first-line technical support to staff for core SaaS platforms, including the productivity suite, internal messaging systems, and project management tools.
• Log, categorise, and prioritise all support requests in the ticketing system in line with agreed SLAs, keeping tickets updated with clear status notes and resolution steps.
• Diagnose and resolve common technical issues related to desktop hardware, software applications, account access, and network connectivity for staff.
• Escalate complex, security-sensitive, or unresolved issues to the Technical Support Engineer, including a summary of diagnostic steps already taken.
• Install, configure, and maintain user hardware, software, and system access in a remote environment, under the direction of the Technical Support Engineer.
• Systems Support: Perform routine, defined tasks within the CRM (e.g. logging support cases, basic record updates) as directed.
• Assist with routine MDM tasks such as device enrolment, imaging, and first-line troubleshooting, escalating complex issues and/or configuration changes to the Technical Support Engineer.
• Support user access provisioning and de-provisioning tasks, including account creation and permission changes following documented procedures.
• Documentation & Enablement: Follow existing knowledge base articles and internal documentation to resolve tickets consistently.
• Flag documentation gaps or outdated procedures to the Technical Support Engineer.
• Contribute to the continuous improvement of our knowledge base articles and IT support processes and procedures.
• Provide ongoing training and guidance to end-users on software applications and IT systems.

Skills

0–2 years experience

Customer service orientation

SaaS platforms familiarity

Ticketing systems

Desktop OS knowledge

Ability to follow procedures

Problem solving

Clear communication

Autonomous remote work

Security clearance eligibility

CRM/ticketing platforms experience

MDM platforms experience

Networking basics

Scripting/automation exposure

Tools

Zoho

Salesforce

Zendesk

Freshdesk

Jamf

Intune

Mosyle

Job description

CI-ISAC Australia is seeking a part-time Technical Support Analyst to join our team, with remote work options across Australia and a preference for Sydney/East Coast. You will handle frontline IT support for members and staff, triaging tickets via our system and collaborating with the Technical Support Engineer to ensure smooth day-to-day operations.

You’ll gain hands-on experience across SaaS platforms, CRM, and MDM tooling in a mission-driven environment, contributing to Australia’s cyber