[Hiring] IT Support Engineer @Contour Education

Role Description

This is a remote position.

You are the L1 and L2 support engineer for the whole company: the person staff message when something breaks, and the person who fixes most of it. You run the service desk, administer Google Workspace, Slack, HubSpot and the approved AI platforms, look after a fleet of macOS and Windows devices, and support the UniFi network, CCTV and door access across the Melbourne campuses with the local MSP on the ground. You report to the Senior Systems Engineer, who owns architecture, security policy, vendor contracts and any change to how a system is built. Everything at L1 and L2 is yours.

The standard here is different in two specific ways:

• Security: Contour holds staff and student data, and most of what goes wrong in IT security goes wrong through a helpful support person granting access nobody checked.
• Repeat work: The third time you would do a task by hand, you propose the automation instead, and every fix gets written down.

This is a hands-on seat. You take the ticket, fix what you can, and hand up only what needs a senior pair of hands. You are the first dedicated support hire on the offshore technology team, working with that engineer and the Melbourne team, and the team grows around this seat as the company does.

By the end of month three you will be working the queue to its response and resolution targets without escalating anything you could have fixed yourself, and running joiner, mover and leaver changes end to end including offboarding. You will have the most common fixes written up in the knowledge base and your first automation proposed.

Where the work lives:

• Slack: every request goes through the queue.
• Google Workspace: accounts, groups, licences and MFA are set to match the role.
• macOS and Windows devices: enrolment and configuration follow the standard build.
• UniFi: the controller tells you what the network is doing.
• The knowledge base: a fix is finished when it is written up.
• The password manager: credentials live here and nowhere else.

What You Will Do:

• Work the queue: Acknowledge, triage and resolve L1 and L2 requests in the Slack service desk.
• Administer the workplace platforms: Google Workspace, Slack, HubSpot and the approved AI tools.
• Keep the campuses connected: Support the UniFi stack across sites.
• Support the systems other teams run on: Sales and go-to-market, finance, and the tools tutors use.
• Follow the process: Raise a change record before touching production, log incidents in full.
• Hold the line on access: Grant the least someone needs to do their job.
• Automate the repeat work: Propose the automation with the hours it saves and the tool you would use.

Qualifications

• 2 to 4 years in IT support, service desk or systems support, including L2 work.
• Hands-on administration of Google Workspace or Microsoft 365.
• Networking fundamentals in practice: IP addressing, VLANs and wireless.
• Identity and access basics: users, groups, roles, least privilege, MFA and 2SV.
• Time on a ticket queue measured on first response and time to fix.
• Clear written English.
• Comfortable working across the India and Australia time difference.

Requirements

• Hands-on UniFi, CCTV or door access control work.
• HubSpot, Rippling, Aircall or Notion administration.
• Light scripting or automation: Google Apps Script, Zapier or Make.com scenarios, or basic Python.
• Time in education or another environment that handles student or minor data.
• A diploma, degree or certification in the field: CompTIA A+ or Network+, Microsoft 365 Fundamentals, Google Workspace Administrator.

Benefits

• Fully remote, anywhere in India.
• No travel: the campus hardware is in Melbourne.
• Compensation details shared early in the hiring process.
• Process includes a written screen, a short video response, a practical task, and two conversations.