L1/L2 Support Engineer

Work Arrangement / Work Shift: Remote / 11 AM - 7 PM AEST

Role Overview: This is an offshore support role serving as the first point of contact for company store and head office technical issues. Reporting to the Support Lead, the successful candidate operates as the frontline layer of an in-house support model replacing the current MSP arrangement.

What You’ll Be Doing:

• First response to all inbound support tickets — triage, categorise, and resolve or escalate appropriately

• L1 endpoint support — device connectivity, printer issues, POS hardware, network troubleshooting at store level

• L2 application support — basic Odoo queries, user access, configuration issues, and known bug workarounds

• Monitor device health and alerting via Ninja RMM — proactive identification of issues before they affect stores

• Maintain Huntress alerts and escalate security incidents to the Head of Technology

• Document recurring issues and resolutions to build a company-specific knowledge base

• Support the Head of Technology in WMS-related queries where skills overlap

• Assist with store onboarding tasks — device setup verification, environment checks, user provisioning

• Coordinate with JTIT during the parallel-run transition period to absorb company-specific context

What You’ll Need:

• Demonstrated L1/L2 IT support experience — endpoint, hardware, and network troubleshooting

• Strong written and verbal English — franchisee communication needs to be clear and professional

• Patient, methodical, and calm under pressure — store directors are not technical users

• Self-directed and able to manage a ticket queue independently

• Available for staggered hours to provide after-hours coverage

What Will Set You Apart:

• Experience with RMM tooling (Ninja RMM or similar) preferred

• Familiarity with endpoint security tools (Huntress or similar) advantageous

• Basic Odoo or ERP application support experience useful but not required

About Atticus:

Atticus Advisory Solutions Inc. is a specialized remote staffing and IT offshoring firm based in the Philippines, providing vetted, high-quality Filipino talent to global tech startups, SMEs, and consulting firms, focusing heavily on niche areas like ERP (NetSuite), Accounting and Finance and IT, offering integrated recruiting, upskilling, and HR support to ensure high retention and reliable offshore teams.

Atticus provides a comprehensive solution for international companies to build dedicated, outsourced teams and efficiently scale their technical and administrative capabilities by leveraging skilled Filipino talent, managed with a focus on quality and long-term retention. We ensure the teams perform like extensions of the client’s own operations.

Who We Are:

We are a customer-focused organization that puts people at the heart of everything we do. We believe great outcomes come from strong collaboration, where ideas are openly shared and teamwork is valued. Our team members are proactive and confident—they take ownership, speak up, and are not afraid to ask questions. We encourage curiosity and continuous improvement, empowering everyone to challenge the status quo and find better ways of working. We foster a growth mindset, where learning is continuous, feedback is welcomed, and mistakes are seen as opportunities to grow. Here, you are supported to develop your skills, improve processes, and make a meaningful impact.

Why Join Us:

At Atticus Advisory Solutions Inc, we value our employees and provide a positive and collaborative work environment. We offer competitive compensation, benefits, annual leaves, health and medical insurances. Our culture offers flexible working arrangement and opportunities for growth and development.